Head of Inside Sales

Job description

As the General Manager Indoor Accounts, you hold overall strategic and operational responsibility for the Indoor Account Management department. Managing a critical corporate portfolio, you will lead a department responsible for supporting circa 8,000 small-to-medium enterprise (SME) customers generating £200+million in annual revenue. You will collaborate closely with key stakeholders across Sales, Marketing, Customer Services, and CRM to drive commercial success, ensure robust account profitability, and maintain a 'Best in Class' customer retention service across the network. Key Tasks/Areas of Responsibility Commercial, Portfolio and Financial Management Revenue & Retention Accountability: Oversee a major portfolio of circa 8,000 customers accounting for £200+ million in revenue, focusing entirely on a pure customer retention strategy and maintaining a financial contribution margin of approximately 30%+ Budget & Cost Center Ownership: Hold full accountability for the departmental cost center, operational spend, and total headcount budget. Account Profitability: Review and authorise strategic customer accounts, managing the ongoing profitability and commercial health of every account within the portfolio. Data-Driven Decision Making: Interrogate and analyse department performance statistics to identify trends, mitigate customer attrition, and build proactive retention plans. People Leadership and Departmental Growth ● Scalability and Recruitment: Own the resource planning and strategic growth of the department, leading the second-line recruitment process to scale the headcount needed for IAM’s. ● Mentorship and Performance: Provide direct leadership, mentoring, and encouragement to Team Managers and administrators. Drive clear accountabilities, conduct regular appraisals, and implement action plans to achieve targeted Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). ● Compliance and HR: Manage operational compliance regarding personnel information, absence management, and company policies, executing relevant HR and disciplinary procedures when required. Operational Excellence, Governance & Cross-Departmental SLAs Workflow Governance & Continuous Improvement: Drive continuous improvement across all internal departmental processes while maintaining strict adherence to compliance and operational governance standards. Cross-Departmental SLA Ownership: Collaborate directly with Sales, Customer Services, Operations, Field-Based CRM, Credit & Billing, Marketing, and Finance to establish operational SLAs, maintaining full organisational alignment with departmental KPIs. Escalation Resolution: Act as the senior point of contact for high-level customer escalations, resolving complex queries via telephone, email, and online systems while maintaining strong, reliable relationships. Operational Adjustments: Manage flexible department resources and approve commercial decisions during process failures to safeguard the customer experience. Strategic Workforce Planning, Talent Architecture & Culture Strategic Workforce & Succession Planning: Own the broader talent architecture for the department, leading long-term workforce planning and establishing leadership succession plans for Team Managers. Culture & Values Execution: Actively drive a high-performance departmental culture aligned with overall Business Strategy and the core DPD DNA. Scalability & Recruitment: Own resource planning and strategic department growth, leading the second-line recruitment process to scale headcount effectively. Mentorship & Performance Management: Provide direct leadership, mentoring, and encouragement to Team Managers and administrators. Drive clear accountabilities, and implement action plans to achieve targeted KPIs and SLAs. Compliance & HR: Oversee operational compliance regarding personnel information, absence management, and company policies, executing relevant HR and disciplinary procedures when required. Key Measures of Performance Department Retention Volume & Attrition Rates Portfolio Revenue Stability & Contribution Margin (Target: ~30% MIn) Departmental Scale Progression (Headcount Growth Target) SLA & KPI Compliance across Account Management Teams Departmental Cost Center, Budget, and Headcount Adherence Skills Required: Proven leadership capability with experience managing a large-scale account management or customer support department. Strong commercial and financial acumen with direct P&L/budget responsibility and a track record of managing high-value revenue portfolios (£200M+). Strategic thinking, long-term workforce planning, and decisive decision-making capabilities in time-pressured environments. Demonstrated capability in cross-functional SLA management across diverse teams (Operations, Finance, Sales, CRM, Marketing). Excellent negotiation, listening, and stakeholder communication skills across all levels of a business network. Highly organised with exceptional attention to detail and strong time management skills. Proficiency in CRM platforms (SalesForce preferred) and corporate software suites (Microsoft Office / Google Suite). Demonstrated alignment with core business values: Passion, Respect, Honesty, Flexibility, Hard Work, and Accountability. About our benefits: We recognise that our people are at the heart of our business, without them we wouldn’t be able to deliver our award-winning service to millions of customers across the country each day. It’s important to us that we demonstrate our recognition of you in providing you with more than just a salary and job stability. To name but a few… Holiday trading Enhanced maternity and paternity package Free life assurance of 4 x salary on joining the pension scheme Vitality at Work Free On Site Parking Discounted shopping from 100’s of retailers including up to 5% off supermarket shopping Milestone Days off to celebrate with your family and friends For employees who regularly use a screen as part of their job we offer free eye tests and support with the cost of glasses Joining DPD can lead to not just a stable job but also a career. DPD prides itself on recognising and developing talent alongside a desire to promote from within. As a continually growing and evolving organisation, we are proud to offer a great number of development and promotion opportunities. If you identify with our aims and values and can help us deliver our customers' promises, then this is the job for you! Apply today DPD UK is a member of Geopost who are a market leader in parcel delivery and e-commerce solutions, providing a broad range of delivery and innovative services for customers worldwide. DPD UK has a turnover of over £2 billion and our aim is to be the most sustainable delivery company in the UK. At DPD UK we also aim to deliver the best service, use the best technology and recruit and retain the best people in the industry. DPD is a Valuable 500 company and a Disability Confident Employer.