[Royal Mail]
Job reference 336093
CRM Data Manager
Competitive salary plus 10% annual bonus potential, and a company pension scheme with highly competitive contribution rates
Permanent, Full time Hybrid working in either London, Sheffiled or Bolton
CRM Data Manager
Royal Mail is modernising its commercial systems and transforming how data powers decision‑making across the organisation. We are now looking for a CRM Data Manager to help drive the effectiveness, integrity, and continuous improvement of our Salesforce CRM platform.
This role sits at the heart of our commercial operations — supporting platform administration, improving data quality, enabling users, and ensuring CRM processes are secure, compliant, and aligned with business goals. If you enjoy working across teams, solving problems, and making CRM systems work smarter, this is a fantastic opportunity to make a real impact.
About the Role
Reporting to the Head of CRM Development & Deployment, the CRM Data Manager acts as a key link between business teams, IT partners, and governance functions. You’ll support the delivery of our CRM strategy by maintaining high data standards, enabling automation, improving reporting, and helping users get the most from the platform.
Your work will directly support data‑driven decision‑making, commercial performance, and the adoption of CRM best practice across Royal Mail.
Key Responsibilities
1. CRM Platform Support & Administration
* Carry out day‑to‑day CRM admin tasks such as user creation, permission updates, and group assignments.
* Manage user access in line with security and governance standards.
* Maintain documentation of CRM configurations and administrative processes.
* Support the operational delivery of the CRM roadmap.
2. Data Quality & Governance
* Work with the Senior Data Governance Manager to uphold data quality through validation, deduplication, and cleansing routines.
* Conduct regular data audits and resolve anomalies.
* Ensure CRM data handling complies with GDPR and internal governance policies.
* Maintain audit trails and support enterprise‑wide governance alignment.
3. Business Process Support & Automation
* Help design and deploy CRM automation to streamline processes and reduce manual effort.
* Translate business requirements into scalable CRM solutions.
* Collaborate with the Process Transformation Manager to support continuous improvement.
4. Reporting & Strategic Insights
* Work with analysts to build and maintain dashboards and reports.
* Standardise reporting templates and ensure consistency across teams.
* Analyse CRM usage and data trends to provide actionable insights.
5. User Enablement & Collaboration
* Deliver training, guidance, and support to CRM users across the organisation.
* Work closely with service integrators and internal teams to ensure CRM processes meet business needs.
* Promote CRM best practices and help embed a data‑driven culture.
6. Continuous Improvement & Innovation
* Stay up to date with CRM platform updates and industry best practice.
* Identify opportunities to enhance CRM capabilities, data quality, and user experience.
* Gather user feedback and support the CRM improvement roadmap.
Key Dimensions
* Scope & Impact: Supports CRM operations across multiple commercial functions, ensuring platform reliability and data integrity.
* People Impact: Empowers users through training and support, driving CRM adoption and best practice.
* Compliance & Risk: Ensures GDPR compliance and mitigates risks related to data handling and access control.
* Process & Innovation: Contributes to automation, process optimisation, and continuous improvement.
* Technical Ecosystem: Works within a complex CRM environment integrated with marketing, reporting, and service platforms.
About You
Essential
* Experience supporting CRM operations in a large, multi‑functional organisation.
* Ability to perform core CRM admin tasks (user management, permissions, groups).
* Familiarity with Salesforce platform capabilities and release cycles.
* Experience working with cross‑functional teams including IT and service integrators.
* Exposure to process transformation or business analysis.
* Strong communication skills to support user enablement.
Desirable
* Understanding of CRM governance, data quality, and GDPR requirements.
* Experience identifying and implementing CRM process improvements.
* Knowledge of CRM reporting tools and dashboard development.
Extra Benefits
• 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 – You will have access to your personal benefits account on our ‘My Bundle+’ platform. There are 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 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 permanent employees
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: .13th April 2026 Please note, this advert may close early if the appropriate number of applications has been reached.
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