Post Office Ltd
CRM & Customer Growth Lead
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Summary
Salary: Competitive plus comprehensive benefits package
Grade: 3A
Reporting Line: Head of Growth & Performance Marketing
Contract Type: Permanent
Working pattern: Hybrid
Location: London
Closing Date: 28th August 2026
What To Expect
As a CRM & Customer Growth Lead you will join us on a journey and undertake a pivotal role in transforming CRM into a core growth engine for the organisation. You will unlock the value of one of the UK's largest customer databases, drive greater personalisation and automation, and deliver measurable customer and commercial growth across the Post Office product portfolio.
Working closely with Product, Digital, Data, Analytics, Technology and Performance Marketing teams, you will define the future CRM operating model, lead one of Post Office's most significant agency relationships, and help shape the evolution of our marketing technology landscape as capabilities are increasingly brought in-house. In doing so, you will build a best-in-class CRM capability that delivers measurable customer and commercial growth across the Post Office product portfolio.
This is a unique opportunity for an experienced CRM leader who combines strategic thinking, commercial acumen and operational excellence to build a modern, scalable CRM capability at the heart of one of the UK's most trusted brands.
How our people behave is as important to Post Office, as what is delivered. The CRM & Customer Growth Lead will role model the Post Office behaviours and demonstrate a Postmaster first mindset.
What We Can Do For You
Our business is changing and we understand that attracting the right talent is pivotal in driving the positive change needed, to help us achieve our ambitious goals. Beyond a competitive salary, we offer a comprehensive benefits package that includes:
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- 27.5 days annual leave (rising to 30 after 2 years), plus bank holidays
- Up to 18% on target bonus opportunity
- Annual car allowance
- Generous pension scheme with minimum 10% employer contribution
- Access to 24/7 digital GP services and our Employee Assistance Programme
- 6 x Life assurance and income protection after 12 months service
- Over 400 online courses, mentoring, apprenticeships, and development programmes
- Access to our benefits platform for exclusive discounts & savings
Click here for a detailed overview of our benefits
Experience
What you’ll need to succeed
- Significant experience leading CRM strategy within a large-scale B2C organisation.
- Proven track record of delivering customer acquisition, engagement and retention growth through CRM.
- Experience managing large customer databases and lifecycle marketing programmes.
- Experience leading CRM transformation programmes and operating model change.
- Experience leading large, strategic agency and supplier relationships, driving both performance outcomes and capability development.
- Experience working with modern CRM and marketing technology platforms.
- Experience shaping customer segmentation, personalisation and automation strategies.
- Strong commercial and financial acumen.
Skills
- CRM strategy and lifecycle marketing
- Customer acquisition, engagement, retention and cross-sell
- Customer segmentation, personalisation and audience management
- CRM planning, forecasting and budget management
- Marketing technology (MarTech) and CRM platform management
- CRM transformation and operating model development
- Customer data, analytics and performance measurement
- Test-and-learn programme design and optimisation
- Agency and supplier leadership
- Commercial planning and business case development
- Senior stakeholder management and influencing
- Team leadership and capability
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About Us
At Post Office Ltd, we’re proud to be at the heart of communities across the UK, upheld by the dedication and service of our postmasters. We offer essential services that people rely on every day, from parcels and banking to identity and government services. While we continue to evolve with digital innovation, our commitment to personal, face-to-face service remains core to who we are.
Our journey is one of reflection, growth, and meaningful change. We’re looking for people who think differently. Those with resilience, purpose, and a deep sense of responsibility to our postmasters, partners and the communities they serve. If you're driven by the chance to make a real impact and help shape a future, built on progress and integrity, we’d love to hear from you. For more details visit careers@postoffice.co.uk
Application Guidance
Our commitment to embracing diversity extends beyond just words. While we’ve outlined key skills above, we recognise that great candidates come from a variety of backgrounds. We value diverse perspectives and are committed to building an inclusive workplace where everyone can thrive.
As a Disability Confident Employer, we recognise the value people with disabilities can bring to our business. If you require any reasonable adjustments throughout the recruitment process or would like further details on the job description, please contact talentacquisition@postoffice.co.uk
We’re thrilled by your interest in this opportunity and truly value every application we receive. Please note the advert may close early if we receive a high volume of applications. Unfortunately, we’re unable to provide individual feedback on all submissions.
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