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Job reference 332900
Product Director
Competitive salary plus £x car allowance, healthcare, 18% annual bonus potential, 25 days annual leave plus bank holidays rising with service and a company pension scheme with highly competitive contribution rates
Permanent, Full time
Hybrid working x3 days in London Farringdon
Product Director
Royal Mail is undertaking one of the most significant commercial technology transformations in its history. We’re modernising our customer, sales, and service platforms to create a more connected, data‑driven, and customer‑centric organisation. To help lead this change, we’re looking for a Product & Delivery Director, Lifecycle Management and Commercial Projects—a senior leader who can operate confidently at the intersection of technology, commercial strategy, and organisational transformation.
This is a pivotal role in reshaping how Royal Mail delivers value to millions of customers. You’ll take end‑to‑end ownership of major commercial technology programmes—including our CRM transformation to Salesforce and the modernisation of our Cloud Contact Centre—while ensuring these investments translate into measurable commercial and customer outcomes.
You’ll join a small cohort of senior product and delivery leaders who are collectively driving the shift from fragmented, waterfall delivery to a unified, product‑led, agile organisation.
What You’ll Lead
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CRM Transformation
- 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.
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Commercial Technology Interface into ERP
- 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.
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Customer-Facing Technology Portfolio
- Lead delivery of high‑impact commercial and customer service initiatives, such as delivery service enhancements (e.g., PIN on Delivery).
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Agile & Product-Led Transformation
- Champion the shift from waterfall to iterative, outcome‑based delivery.
- Embed modern product management, agile cadence, and productivity‑focused culture across teams.
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Vendor & Partner Leadership
- Manage strategic partners including Accenture, BT, Salesforce, and Genesys, ensuring accountability, quality, and value for money.
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Cross‑Functional Alignment
- Build strong, transparent relationships across Commercial and Technology teams to ensure shared ownership and seamless delivery.
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Product & Delivery Standards
- Establish and maintain rigorous standards for requirements, prototyping, productivity measurement, agile ceremonies, and roadmap quality.
- Support the safe and effective use of AI to improve delivery and dependency management.
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Team Leadership
- Lead and develop a multi‑disciplinary team of around 20 direct reports and a wider matrix team of 100+ including supplier resources.
About You
You’ll bring:
- A 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.
- A strong outcome mindset: you know how to turn technology investment into measurable revenue uplift and customer experience improvements.
- High credibility with senior stakeholders and the 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.
- A calm, structured communication style that brings stability during change.
Why Royal Mail?
This is a rare opportunity to shape the future of one of the UK’s most iconic organisations. You’ll influence major commercial platforms, lead high‑value programmes, and help build a modern, product‑led technology culture from the ground up.
If you’re energised by large‑scale transformation, motivated by measurable outcomes, and skilled at uniting commercial and technology teams around a shared vision, we’d love to hear from you.
Extra Benefits
- Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave
- Discounts and offers - there are more than 800 offers to help you save on things like groceries, days out, holidays and your household bills*.
- Supportive and generous company sick pay
- Your Wellbeing - you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It’s free, and it’s for everyone.
- Available only to perm employees
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Next Steps
The next stage of the selection process will be a face to face/virtual interview consisting of competency based and role specific questions.
Trust is the foundation of Royal Mail. We aim to be transparent about the qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we’ll provide your interview questions in advance, so you can have your best examples ready. At Royal Mail Group, we value trust and our people.
We understand that candidates may not meet all the criteria for the role. If your experience is different, but you have relevant skills we’d love to hear from you.
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.
We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors and military spouses/partners.
For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/
Closing Date: 17th August 2026. Please note, this advert may close early if the appropriate number of applications has been reached.
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