Group
Published on September 22, 2021
Updated on September 23, 2021

The Retail Customers and Digital Services business unit forms La Poste Network as it brings together the Retail Customers business of the Services-Mail-Parcels business unit and the Digital Services business unit. 

The aim is to create a powerful omni-channel retail network serving both private and professional customers and small local authorities, by drawing on the combined strengths of our regional coverage, digital assets and expertise in marketing services.

The Retail Customers and Digital Services business unit will drive the Group's digital transformation; it will also leverage digital growth through Docapost and digital trust services.

The Retail Customers and Digital Services business unit missions

In its strategic plan "La Poste 2030, committed for you", Le Groupe La Poste aims to establish itself as the leading European platform for links and exchanges, providing digital, people-oriented, green and socially-responsible services. The Retail Customers and Digital Services business unit was formed to meet this challenge.

The Retail Customers and Digital Services business unit

This business unit aims to build a major omni-channel distribution network, with a strong, competitive commercial appeal thanks to attractive offers and a tailored, improved customer experience. Through the day-to-day commitment of its 50,000 employees, the Retail Customers and Digital Services business unit is increasingly present, thanks to the combined power of its physical and digital networks, at the service of both its customers and business development.

Due to its wide-ranging and extensive professional expertise (customer service representatives, banking advisors, professional customer managers, managers, salespeople, specialists in marketing, new technologies, e-commerce, DATA/AI, etc.), it aims to fulfill the following missions:

  • Develop the market covering private individuals, professionals and local public services in municipalities with fewer than 10,000 inhabitants.

  • Pursue digital transformation and leverage growth through digital trust services, notably via Docaposte.

  • Coordinate the geographical presence of all service outlets in France to improve the attractiveness of the network and develop the local availability of post-office services.

The Retail Customers and Digital Services business unit's activities

The Retail Customers and Digital Services business unit consists of:

  • The La Poste Network, a powerful multi-activity retail network with a strong banking orientation, present throughout the country and markets the Group's products and services.

  • The Retail Customer business unit, which is responsible for marketing La Poste Retail Customer services to private and professional customers, developing sales with both private and professional customers as well as small local authorities, enhancing customer experience for each service, improving our understanding of customer needs and expectations and omni-channel customer relations.

  • The responsibility for the digital transformation of Le Groupe La Poste and the development of the digital services business, essentially driven by the subsidiary Docaposte.

The Retail Customers and Digital Services business unit is composed of 50,000 postal workers, which includes 40,000 employees serving private and professional customers, and 10,000 employees working together to promote the Group's digital transformation and development. The complementarity of these activities results in direct benefits for customers in terms of service accessibility and availability, whatever the channel, as well as greater commercial impact.

In addition to providing key services to help local authorities and all citizens, La Poste is consolidating its coverage in each region by establishing a strong and coordinated physical presence.

The Retail Customers and Digital Services business unit is also key to ensuring the fulfillment of La Poste's public service missions, such as regional planning and development and accessibility to banking services; it contributes to the universal postal service mission.