Product & Delivery Director: CRM Transformation (Hybrid)

Royal Mail Group; Greater London; Hybrid; GBP 110,000 - 160,000; Full time

Benefits offered by this job

Car allowance

Healthcare

Annual bonus potential

25 days annual leave + bank holidays

Company pension scheme

Job summary

Royal Mail Group is seeking a Product Director to lead major commercial technology programmes, including CRM, pricing, and data platforms. You will drive a product-led, agile transformation across a large, multi-disciplinary team and manage strategic partners and senior stakeholders.

The role combines technology delivery with commercial strategy, demanding a strong outcomes focus and ability to translate investments into measurable revenue uplift and customer improvements.

Qualifications

• Proven track record delivering large scale commercial technology programmes.
• Deep expertise in CRM—ideally Salesforce—and adjacent platforms such as Genesys Cloud, pricing systems, and data platforms.
• Strong outcome mindset: turning technology investment into measurable revenue uplift and customer improvements.
• High credibility with senior stakeholders and ability to simplify complex delivery narratives.
• Exceptional product management and technology delivery capability, with disciplined prioritisation and execution.
• Experience leading agile transformation and embedding modern delivery practices.
• Calm, structured communication style that brings stability during change.

Responsibilities

• Own the delivery of Royal Mail's migration to Salesforce across Sales, Service, Marketing, and Data Cloud.
• Drive improvements across adjacent platforms, including Genesys Cloud telephony.
• Prioritise and oversee pricing and commercial capability changes that connect CRM with our ERP platform.
• Act as the key conduit for commercial technology requirements into the wider ERP transformation.
• Lead delivery of high-impact commercial and customer service initiatives, such as delivery service enhancements (e.g., PIN on Delivery).
• Champion the shift from waterfall to iterative, outcome-based delivery and embed modern product management and agile cadence.

Skills

CRM Transformation

Salesforce

Genesys Cloud

Pricing systems

Data platforms

Agile delivery

Stakeholder management

Team leadership

Tools

Salesforce

Genesys Cloud

ERP systems

Job description

Royal Mail Group is seeking a Product Director to lead major commercial technology programmes, including CRM, pricing, and data platforms. You will drive a product-led, agile transformation across a large, multi-disciplinary team and manage strategic partners and senior stakeholders.

The role combines technology delivery with commercial strategy, demanding a strong outcomes focus and ability to translate investments into measurable revenue uplift and customer improvements.