Director of Commercial Functions & Customer Success
Director of Commercial Functions & Customer Success
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Job Description
About HIVED
At HIVED were steamrolling forward as one of Europes fastest growing startups and our momentum shows no signs of slowing.
Based in London we are a climate and logistics startup building the first sustainable parcel delivery network at scale powered by a 100% electric fleet. In an evergrowing industry where unreliable service has long been the norm HIVED has been built from the groundup to meet the demands of modern consumers and disrupt parcel delivery.
A tech company at heart our talent and technology is laserfocused on delivering the best possible delivery experience for endcustomers and meeting the needs of our retail partners. From our drivers to our data engineers we are constantly working to improve this customer experience that makes us deliver better.
Already trusted by leading international brands such as Zara Uniqlo ASOS Nespresso and more we are solidifying our position as the leaders in Europe to tackle this growing market.
Our tightknit team is made up of exRevolut Bain HelloFresh ASOS Apple and Google employees and we are backed by some of Europes leading investors and VCs in climatetech logistics and mobility including Planet A Ventures Maersk Growth Pale Blue Dot VC Eka Ventures and the British government. Were passionate about driving innovation and redefining the future of delivery.
Role Overview
We are looking for an experienced and strategic Director of Commercial Functions & Customer Success to lead and scale our Customer Success and core commercial support functions. This role is critical to ensuring our customers receive highquality service while building the internal commercial infrastructure needed to support HIVEDs ambitious growth. Youll manage a multidisciplinary team spanning Customer Success Pricing Revenue Protection Sales Operations and Onboardingworking closely with commercial operational and executive stakeholders.
This is a highimpact leadership role reporting to the Chief Commercial Officer with a direct role in shaping how HIVED delivers value to customers grows revenue and builds scalable commercial processes.
Responsibilities
1. 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 customercentricity support and performance
2. Customer Success Strategy & Execution
- Own the endtoend postsale customer journey ensuring outstanding service and longterm 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 longterm profitability
- Identify and unlock growth opportunities within existing customer accounts and new geographies within the UK
3. 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
Requirements
- 10 years of experience in commercial and/or customer roles ideally within supply chain tech logistics or highgrowth B2B environments
- Proven track record of building and leading highperforming 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
How we reward our team
- Dynamic working environment with a diverse and driven team
- Huge opportunity for learning in a high growth environment with progression opportunities based on success in the role
- 25 days of holiday allowance plus public holidays
- Subsidised Private Medical Insurance including dental and vision
- Weekly team lunch and regular company socials
- MacBook Air or Windows Laptop (depending on your preference)
- Hybrid working setup with inperson time expected at our Shoreditch office and North Woolwich and Hayes based depot (3 days onsite and 2 days WFH/week)
- Enhanced maternity/paternity/adoption policy
- Cycle to work scheme
- Dog friendly office
Employment Type
Full Time
