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Director of Commercial Functions & Customer Success

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HIVED

5d ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Logistics
  • London
  • Quick Apply

AI generated summary

  • You should have 10+ years in commercial/customer roles, strong team leadership, strategic thinking, commercial acumen, and excellent stakeholder management and communication skills.
  • You will lead teams, execute customer success strategies, optimize onboarding processes, drive commercial negotiations, design growth strategies, and enhance pricing frameworks for customer retention.

Requirements

  • 10+ years of experience in commercial and/or customer roles, ideally within supply chain tech, logistics, or high-growth B2B environments
  • Proven track record of building and leading high-performing teams across customer success and commercial operations, with a focus on fostering a supportive, inclusive, and empowering team culture
  • Strong strategic thinking with experience designing scalable processes across pricing, onboarding, revenue protection, or similar domains
  • Deep commercial acumen with an ability to balance customer needs, operational realities, and profitability
  • Excellent stakeholder management and communication skills, with a proven ability to influence and collaborate at senior levels across the business

Responsibilities

  • Team Leadership
  • Lead and develop teams consisting of 7 direct reports, including customer success managers, Pricing and Revenue Protection, Onboarding, and Sales Operations Specialists
  • Ensure clarity of roles, responsibilities, and success metrics across the team
  • Create a strong team culture focused on customer-centricity, support and performance
  • Customer Success Strategy & Execution
  • Own the end-to-end post-sale customer journey, ensuring outstanding service and long-term customer retention
  • Build scalable processes for customer onboarding, support, and expansion opportunities
  • Lead annual commercial negotiations, including rates, volumes, and potential feature requests, to drive customer growth while ensuring mutual value and long-term profitability
  • Identify and unlock growth opportunities within existing customer accounts and new geographies within the UK
  • Commercial Function
  • Design and implement commercial strategies that drive customer acquisition, retention, and sustainable network profitability
  • Establish clear frameworks and performance metrics to monitor and continuously improve pricing effectiveness
  • Identify and execute opportunities to simplify pricing logic while maintaining flexibility needed to support diverse customer segments and market conditions

FAQs

What is the main focus of the Director of Commercial Functions & Customer Success role at HIVED?

The main focus is to lead and scale the Customer Success and core commercial support functions, ensuring high-quality service for customers while building the internal infrastructure to support HIVED's growth.

How many direct reports will the Director oversee?

The Director will oversee a team consisting of 7 direct reports, including customer success managers, pricing and revenue protection specialists, onboarding, and sales operations specialists.

What are the key responsibilities associated with the Customer Success Strategy?

Key responsibilities include owning the post-sale customer journey, building scalable processes for customer onboarding and support, leading annual commercial negotiations, and identifying growth opportunities within customer accounts.

What qualifications are required for the position?

Candidates should have 10+ years of experience in commercial and/or customer roles, preferably in supply chain tech, logistics, or high-growth B2B environments, along with a proven track record of leading high-performing teams.

What does the company culture emphasize?

The company culture emphasizes customer-centricity, support, performance, inclusivity, and empowerment within teams.

What type of strategies will the Director be responsible for designing and implementing?

The Director will design and implement commercial strategies that drive customer acquisition, retention, and sustainable network profitability.

What benefits does HIVED offer to its team members?

Benefits include a dynamic working environment, learning opportunities, 25 days of holiday plus public holidays, subsidized private medical insurance, weekly team lunches, hybrid working setup, and enhanced family leave policies.

Where is the office located, and what is the working arrangement?

The office is located in Shoreditch, with a hybrid working setup that involves 3 days on-site and 2 days work from home per week.

What kind of team members does HIVED look for?

HIVED seeks driven individuals who are passionate about innovation and redefining the future of delivery, and who can thrive in a fast-growing startup environment.

Will the Director need to collaborate with other stakeholders?

Yes, the Director will collaborate with commercial, operational, and executive stakeholders across the business.

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HIVED

Parcel delivery for the 21st century.

Transportation
Industry
11-50
Employees
2021
Founded Year

Mission & Purpose

There’s parcel delivery. And then there’s HIVED. We’re building the most-loved delivery network at scale, powered entirely by electricity, for a delivery experience you can actually look forward to: fast, reliable and uncomplicated. Integrated with Metapack, Shopify, Shiptheory and more, and shipping for amazing companies such as ASOS, Zara, Pip & Nut and Minor Figures, HIVED is leading the industry by making green delivery and great service the standard.