CRM Lead

Reporting Line: Head of Performance Marketing

Contract Type: Permanent

Location: London

Closing Date: 30th January 2026

What to expect

As a CRM Lead you will join us on our journey and undertake a valuable role in the Marketing & Digital team reporting to Head of Performance Marketing.

The CRM Lead is a newly created position within the Marketing & Digital new structure at Post Office Limited. This role will lead strategy, planning, execution and measurement for digital retention and x-sell activity in line with business strategy and the performance marketing plan. Managing the agencies and other third-party suppliers that support retention activity. Finally, responsible in driving continual improvement in marketing effectiveness & efficiency and support the Head of Performance Marketing in developing and developing leading edge capabilities.

What we can do for you

Now, more than ever, we understand that attracting the right talent is pivotal in driving the positive change needed throughout our organisation. Beyond a competitive salary, we offer a comprehensive benefits package that includes:

• 27.5 days annual leave that increases with tenure
• Up to 18% individual performance – based-incentive scheme
• Life assurance
• Full support from our employee assistance programme and access to our employee benefits platform
• Ever-evolving learning and development opportunities

Our commitment to embracing diversity extends beyond just words. We actively foster an inclusive workplace that values the unique perspectives and contributions from all colleagues. We hold the belief that Equity, Diversity, and Inclusion are not just vital but fundamental to our success and growth. Our priority lies in shaping a business that mirrors the diverse communities we reach, truly making Post Office \’Everybody\’s Business\’. As an equal opportunity employer, we value and celebrate the differences among our people, ensuring that our practices reflect our dedication to inclusivity and equal representation for all.

What you’ll need to succeed

Experience

• Excellent experience in B2C CRM roles.
• Proven subject matter expertise in executing across all CRM channels.
• Good subject matter expertise in marketing analytics, digital media & martech.
• Track record of delivering effective campaigns that delivered tangible business results.
• Experience managing CRM activities with large scale / complex databases.
• Experience with customer segmentation and personalisation.
• Experience working in fast-paced, commercial environments.
• Experience working with data & analytics to both drive decisions & inform evaluation.
• Proven record of effectively influencing senior leaders around propositions, strategies & plans.

Skills

• Channel strategy & Channel planning, forecasting & budgeting
• Email, Text Mktg & Push Mktg
• Agency management & Budget management
• Virtual team management

Characteristics

Conceptual thinking – Ability to ideate and develop new ideas, ability to understand and interpret insight.

Numerical fluency – Ability to understand & interpret data & analytics, ability to manipulate data to draw conclusions.

Commercial acumen – Drives performance, focuses on what’s financially important

Bias for action – Decisive, gets things done, cuts through, persistent, dogged

Articulate – Communicates well verbally and written

Influential – Gravitas, authority, sophistication in managing stakeholders

Resilient – Adapts well, copes easily with ambiguity

Innovative – Tries news things, takes risks

Collaborative – Embraces working with others, team rather than ‘I’

Inspiring – Brings people on the journey, leads from the front

#J-18808-Ljbffr