Job Description

About HIVED

At HIVED, we're steamrolling forward as one of Europe's fastest growing startups, and our momentum shows no signs of slowing.


Based in London, we are a climate and logistics start-up building the first sustainable parcel delivery network at scale, powered by a 100% electric fleet. In an ever-growing industry where unreliable service has long been the norm, HIVED has been built from the ground-up to meet the demands of modern consumers and disrupt parcel delivery.


A tech company at heart, our talent and technology is laser-focused on delivering the best possible delivery experience for end-customers 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 tight-knit team is made up of ex-Revolut, Bain, HelloFresh, ASOS, Apple and Google employees, and we are backed by some of Europe's leading investors and VCs in climate-tech, logistics and mobility including Planet A Ventures, Maersk Growth, Pale Blue Dot VC, Eka Ventures and the British government. We're 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 high-quality service while building the internal commercial infrastructure needed to support HIVED's ambitious growth. You'll manage a multi-disciplinary team spanning Customer Success, Pricing, Revenue Protection, Sales Operations, and Onboarding--working closely with commercial, operational and executive stakeholders.


This is a high-impact 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 customer-centricity, support and performance

2. 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

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 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

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 set-up with in-person 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