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- Tasks: Lead major tech transformations and enhance customer experiences at Royal Mail.
- Company: Join Royal Mail, a historic brand undergoing exciting digital change.
- Benefits: Enjoy competitive salary, generous leave, healthcare, and family-friendly support.
- Why this job: Shape the future of a UK icon and drive impactful commercial projects.
- Qualifications: Proven experience in large-scale tech programmes and CRM expertise required.
- Other info: Be part of a diverse team with a focus on inclusion and growth.
The predicted salary is between 43200 - 72000 ÂŁ per year.
Competitive salary plus ÂŁx 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.
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:
- 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.
- 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.
- Customer-Facing Technology Portfolio: Lead delivery of high‑impact commercial and customer service initiatives, such as delivery service enhancements (e.g., PIN on Delivery).
- 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.
- Vendor & Partner Leadership: Manage strategic partners including Accenture, BT, Salesforce, and Genesys, ensuring accountability, quality, and value for money.
- Cross‑Functional Alignment: Build strong, transparent relationships across Commercial and Technology teams to ensure shared ownership and seamless delivery.
- 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.
- 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:
- 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.
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.
Date: 20th February 2026. Please note, this advert may close early if the appropriate number of applications has been reached.
Product Director in London employer: Royal Mail Group
Contact Detail:
Royal Mail Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Director in London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Product Director role.
✨Tip Number 2
Prepare for the interview by researching Royal Mail’s recent projects and initiatives. Show us you’re genuinely interested in how you can contribute to their transformation journey. Tailor your examples to highlight your experience with CRM and agile methodologies.
✨Tip Number 3
Practice makes perfect! Get a friend to do a mock interview with you. Focus on articulating your past successes in leading large-scale technology programmes and how they align with the role’s requirements. We want to see your passion shine through!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Product Director in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with CRM systems like Salesforce and your track record in leading large-scale technology transformations. We want to see how your skills align with the role!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve driven measurable outcomes in previous roles. We love seeing quantifiable results that demonstrate your impact on customer experience and revenue.
Keep It Clear and Concise: While we appreciate detail, clarity is key! Use straightforward language and avoid jargon where possible. This helps us quickly grasp your qualifications and understand your communication style.
Apply Through Our Website: We encourage you to submit your application through our website for a smoother process. It’s the best way to ensure your application gets into the right hands and stands out to us!
How to prepare for a job interview at Royal Mail Group
✨Know Your Stuff
Make sure you’re well-versed in CRM systems, especially Salesforce, and understand how they integrate with other platforms like Genesys Cloud. Brush up on your knowledge of commercial technology programmes and be ready to discuss how you've successfully delivered similar projects in the past.
✨Showcase Your Leadership Skills
As a Product Director, you'll need to lead a multi-disciplinary team. Prepare examples that highlight your experience in team leadership, particularly in agile environments. Think about how you've fostered collaboration and driven results through effective communication and structured approaches.
✨Be Outcome-Focused
Royal Mail is looking for someone who can turn technology investments into measurable outcomes. Be ready to share specific examples of how your previous work has led to revenue uplift or improved customer experiences. Quantify your achievements where possible to make a stronger impact.
✨Prepare for Competency Questions
Since the interview will include competency-based questions, review common ones related to product management and agile transformation. Use the STAR method (Situation, Task, Action, Result) to structure your answers, ensuring you clearly demonstrate your problem-solving skills and strategic thinking.
