Job Description

Job reference 326520

Out of Home Support Manager


Starting salary 39,777, increasing to 43,063 after 12 months, 10% 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


This is a Hybrid Working role with a requirement to attend our London Farringdon office, and domestic travel, in line with business needs.



At Royal Mail, we are more than just letters and parcels - we are vital part of daily life in every community across the UK. Our Out of Home department is at the heart of this mission, expanding our network of convenient delivery and collection options to meet the needs of today's on-the-go customers.



Leveraging your extensive knowledge of Out of Home sales, you will support the Head of Parcel Shops and OOH Propositions, Channel Manager, Customer Support and Operational teams, to manage service and operational issues, improving customer service. Alongside this, you'll work closely with relevant Sales teams to promote and implement OOH channel options.

About the role

Seek Customer Experience, Sales and Operational insight and report on performance


Identify performance issues with OOH suppliers, and work with channel managers to resolve


Proactively build sales pipeline for OOH opportunities, working across RM UK Sales teams


Develop propositions, pitches and marketing materials for use in selling Out of Home solutions to new users


Work across pricing, product and technical teams to develop OOH proposals


Develop integration pipeline and manage through to on-boarding and early life support OOH outbound and returns customers


Work with operational teams to troubleshoot and fix OOH operational issues


Product support for Customer Experience teams, channelling escalations to supplier support teams and first point of contact for OOH suppliers into RM for service issues


Work with contract management, key account teams and sales analytics teams to build pipeline and trading reports for senior OOH leadership


1st line support for major marketplace/resale channels relating to locker/parcel shop issues

About you

To truly excel in role, you will possess the necessary skills and experience listed below

Skills

Knowledge of Royal Mail sales pipeline and contracting processes Experience and knowledge of RM/similar operational processes Complaints/Customer Experience/Frontline sales experience Confident written presentation and verbal communication skills, able to communicate effectively with technical and non-technical audiences Ability to pitch; manage a sales pipeline and support customers through technical and operational take on and queries Ability to build productive relationships with customers, suppliers and stakeholders from senior leader to frontline levels Strong understanding of the Out of Home market, and user journeys Strong project management, process management, communication and negotiation skills

Qualifications

Sales/Customer experience certification and/or marketing training desirable

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

Next Steps

The next stage of the selection process will be an interview consisting of competency based and role specific questions. We plan to hold interviews in July.



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: Sunday 13th july 2025. Please note, this advert may close early if the appropriate number of applications has been reached.


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