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
Lead Product Owner employer: Royal Mail Group Plc
Royal Mail Group Plc is an attractive employer due to its commitment to employee development and safety. With competitive salaries and a comprehensive benefits package, it provides a supportive work environment. The company also emphasizes flexibility and stability in its roles, making it a desirable place to work.
