Lead Product Owner

Royal Mail; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Car allowance

Healthcare

Up to 18% annual bonus

25 days annual leave + bank holidays

CDC pension scheme

Job summary

Royal Mail in London is seeking a Lead Product Manager to own the strategy, roadmap and evolution of our CRM and Contact Centre technology estate. This role drives the vision for our customer service platforms, delivering seamless experiences for millions of customers while improving efficiency for the contact centre teams.

Working across business, technology and delivery teams, you will shape Salesforce Service Cloud implementation and AI-enabled capabilities to achieve measurable customer and

Qualifications

• Experience leading CRM/product strategy in large enterprises.
• Proven ability to define roadmaps and translate user needs into solutions.
• Strong knowledge of CRM platforms integrated with contact centre tech.
• Experience delivering AI-enabled customer service capabilities.
• Excellent stakeholder management and influencing senior leaders.

Responsibilities

• Define and own the product strategy, vision and roadmap for CRM and Contact Centre capabilities.
• Lead product discovery activities to identify pain points and translate them into solutions.
• Own and prioritise a product backlog across multiple teams.
• Drive adoption and enhancement of Salesforce Service Cloud.
• Shape the future use of AI and automation within customer service.
• Partner with technology, architecture, engineering, data, AI and operations teams.
• Define and track product success measures such as CSAT, productivity, automation, adoption and cost-to-serve.
• Provide product leadership within a large-scale transformation program.
• Coach Product Owners and establish strong product management practices.

Skills

CRM strategy

Product leadership

Salesforce Service Cloud

Stakeholder management

Agile delivery

Data-driven decisions

Tools

Salesforce Service Cloud

Job description

Job reference 344925 Lead Product Owner

Hybrid working in London Farringdon x3 days in the office

Permanent, Full time

Salary & Benefits

Competitive salary

Plus:

• Car allowance or cash equivalent
• Healthcare (
• Up to 18% annual bonus potential
• 25 days annual leave plus bank holidays rising with service
• Pension: access to the UK’s only Collective Defined Contribution scheme with industry-leading Royal Mail contributions of over 12%, flexible options to boost your savings, and a guaranteed retirement lump sum*

Lead Product Manager - CRM Contact Centre

Shape the Future of Customer Service at Royal Mail

We're looking for a Lead Product Manager to lead the strategy, roadmap and evolution of our CRM and Contact Centre technology estate.

This is a high-impact role at the heart of a major customer service transformation programme. You'll own the product vision for our customer service platforms, helping to create seamless experiences for millions of customers while improving efficiency and effectiveness for our contact centre colleagues.

Working across business, technology and delivery teams, you'll drive the evolution of Salesforce Service Cloud, integrated contact centre technologies and emerging AI capabilities to deliver measurable customer and business outcomes.

What You'll Be Doing

• Define and own the product strategy, vision and roadmap for CRM and Contact Centre capabilities.
• Lead product discovery activities to identify customer, colleague and operational pain points and translate them into valuable solutions.
• Own and prioritise a product backlog across multiple teams, balancing customer value, business priorities, technical debt and platform optimisation.
• Drive the adoption and enhancement of Salesforce Service Cloud, including case management, workflow automation, knowledge management and customer service operations.
• Shape the future use of AI and automation within customer service, including technologies such as Salesforce Agentforce and related capabilities.
• Partner closely with technology, architecture, engineering, data, AI and operational teams to deliver integrated customer service experiences.
• Define and track product success measures, including customer satisfaction, productivity, automation, adoption and cost-to-serve improvements.
• Provide product leadership within a large-scale transformation programme, ensuring customer and colleague needs remain at the centre of decision-making.
• Coach Product Owners and help establish strong product management practices across the organisation.

About You

You will be an experienced Product Manager who combines strong product leadership skills with deep knowledge of CRM and customer service technology.

Essential Experience

• Hands-on experience leading products built on Salesforce Service Cloud.
• Proven experience as a Senior Product Manager or Lead Product Manager owning product strategy, roadmap, prioritisation and delivery in a complex enterprise environment.
• Strong understanding of customer service and contact centre operations, including agent experience, case management and omnichannel service.
• Experience working with CRM platforms integrated with contact centre technologies such as Genesys or similar solutions.
• Experience delivering AI-enabled customer service capabilities, automation or digital service innovation.
• Strong stakeholder management skills with the ability to influence senior leaders and manage competing priorities.
• A data-driven approach to decision making, using customer insights, analytics and operational data to shape product direction.
• Experience working with agile teams and leading delivery across multiple squads and suppliers.
• Strong commercial awareness, balancing customer outcomes, operational efficiency and business value.

Desirable Experience

• Experience in logistics, retail, utilities, telecommunications, financial services or other large-scale customer service environments.
• Experience supporting major business transformation programmes.
• Salesforce certifications or product management qualifications.
• Experience with Salesforce Agentforce, Data Cloud or broader Salesforce ecosystem capabilities.

Why join us?

This is a unique opportunity to redefine customer service technology within one of the UK's most recognised organisations. You'll play a leading role in a significant transformation programme, influence strategic technology decisions and help shape the future customer experience for millions of customers.

If you're passionate about product leadership, customer experience and getting the most from Salesforce in a complex enterprise environment, we'd love to hear from you

Benefits & Rewards

In addition to the salary and benefits outlined above, you'll also enjoy:

• Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave
• Supportive and generous company sick pay
• Funded Dental – As a manager you are eligible to a level of employer funded dental insurance**
• Health Assessment – As a manager you are eligible to an employer funded health assessment every 2 years**
• Benefits Account – With more than 800 retail offers to help you save on things like groceries, days out, holidays and your household bills as well as employer provided and voluntary benefits to suit your lifestyle.
• Your Wellbeing - you and your family have 24/7 access to a range of free services and tools, offering support for physical and mental wellbeing, financial guidance, and social support whenever you need it.
• Eligible for enrolment in NEST pension plan after 3 months service and CDC pension scheme after 12 months service
• Available only to permanent employees

Next Steps

The next stage of the selection process will be a face to face/virtual interview.

We are committed to transparency about our career opportunities and the qualities we value.

We understand that candidates may not meet all the criteria for the role.

Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.

We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.

Closing Date: 7/11/2026. Please note, this advert may close early if the appropriate number of applications has been reached.