Customer Operations Manager

at  InPost UK

Want to be part of a hyper growth, fast paced, global business that is radically changing the decades old delivery universe as we know it? If so, read on, as we’re looking for a Customer Operations Manager to join our logistics team!
Our mission? To switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of thousands of smart lockers, hundreds of leading retail partners and the launch of our InPost collection points, we’re bringing freedom to anyone with a parcel.
On our path to transforming e-commerce delivery in the UK, we’re building an unparalleled group of talent that’s hungry to help us disrupt the industry (find our 2023 annual report here). Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply-chain. We’re a passionate bunch and expectations are high, but we’re team players – collaborating, supporting, and leaving egos at the door.

WHAT WE NEED FROM YOU:

We’re looking for people who are ready for a fast paced environment, get their kicks out of problem solving and can balance getting today’s stuff done, whilst building for the future. We’re looking for people with drive and natural curiosity – who want to do things differently. And do them brilliantly.

• Background in Retail, Operations, Parcel Logistics, and/or E-Commerce.
• Experience working and owning multiple projects at one time, with a proven track record of delivering on time
• Experience working in logistics is highly desirable
• Very comfortable engaging cross-functionally to align goals and deliver joint outcomes
• Very strong verbal and written communicator – able to distil information and concisely convey all critical points
• Strong problem diagnosis and creative problem-solving skills with the desire and ability to identify and help implement change
• Experience working with Carrier Management Platforms such as MetaPack, Scurri, Sorted etc. would be desirable
• Basic Technical understanding required - must understand basic APIs, JSON and XML- working knowledge of Postman would also be beneficial but not essential
• Some experience working with teams in more than one European market
• A creative eye with an understanding of the impact of a good UX. Design experience would be beneficial for this, however not essential

ABOUT THE ROLE:

The Customer Operations Manager will be responsible for all merchant integrations and onboarding to the InPost services in the UK, with a focus on strategic accounts.
Working closely with the Technical Lead within the team and Logistics, the Customer Operations Onboarding Manager will own the full end to end journey of the merchant onboarding- supporting the Sales team, coordinating integration and operational set up, through to launch and the hypercare period.
You will support the Senior Manager of Customer Operations with process development and the continuous improvement of the Customer Operations onboarding journey. This role will work cross-functionally with Sales, Logistics, Customer Success and Marketing in InPost UK, as well as the International Onboarding teams where Merchants are also within the UK market.
Success in this role is to drive the (net) new number of clients we are targeting over the next 18 – 24 months and deliver a smooth onboarding journey.

WHAT YOU’LL BE DOING:

• Act as a main point of contact for all merchant and partner onboarding, with a focus on strategic accounts
• Manage individual pipeline and successful end-to-end onboarding of merchants/retailers from the point of being introduced, through the solution-design phase and execution, testing, launch and hypercare periods
• Work closely alongside the Technical Lead within the team to coordinate integrations and testing
• Understand merchant operational requirements and work with the Logistics team to deliver a service in line with expectations
• Ensure all merchant go lives are delivered to a high-quality standard with a structure approach, using a ‘best-practice’ delivered within the agreed scope, time, cost and quality
• Be a key driver in the sales process, supporting the sales team with operational solution design and value proposition development
• Establish strong working relationships with other teams across the business including Sales, Customer Success, Logistics and Marketing
• Partner with the International Onboarding team to ensure a seamless integration journey for European partners in the UK
• Build and maintain lasting relationships with our third-party partner platform providers e.g., MetaPack, ReBound, ZigZag, etc
• Recommend improvements to the user experience across products, working collaboratively with internal teams and collating feedback from retail clients

HYBRID WORKING (ROLE SUITABILITY DEPENDENT)

We innovate, collaborate and optimise by coming together 2-3 days per week in the office