Message from our CEO

I am delighted to be writing to you as the CEO of Royal Mail. I cannot wait to start working with you to grow this great service.

You might not have heard of me, but I have been a Board member at Royal Mail for the past three years. And I have never been prouder of what you have achieved over the last 12 months.

I know it has been tough, with so many new and unexpected things to deal with. But the big positive from 2020 is that we have reminded the country what we can do, and we now have a growing business. Thank you for all the hard work that has got us to where we are today.

Trust: it’s what sets us apart

I will never forget the first time I went on a delivery round.

I remember thinking how every link in the chain has to be perfect for us to deliver an item from one end of the country to another. None of this is easy to do, but we do it brilliantly everyday.

It made me feel very proud of the service we offer. But the one thing that really struck me was how trusted we are. 

For me, owning trust at the doorstep is the key driver of profitable growth for our business. It is what sets us apart from the rest of the industry.

I have worked at a lot of great companies in my career. But at Royal Mail and Parcelforce, the trust we have is something really special. Our competitors would love to have what we have.

Trust is an interesting word. It is not something you can ask for, it is something that is given to you based on a lot of experience, and it is something that you can lose in the blink of an eye.  

Great quality is a fundamental driver of trust that we must always get right. By working together, and delivering a great service every day, I know we can build on that trust with our customers.

My early priorities: Customer, Trust, Growth

I only started this morning. I’m a big believer in listening: to you, and to our customers. So that is what I intend to do.

I will be spending my first few weeks really getting under the skin of this business, and deeply understanding our customer’s needs for 2021 and beyond…

So I will be focusing on three key things:

The customer – What are their needs in 2021 and beyond? What is different? How can we improve our existing services for them – and create new services to meet their changing needs?

Trust – How do we build trusted relationships across all levels of our business? And how can we work closely with our people and our unions to constantly improve our business?

Growth – How do we not only grow our business, but how do we grow our share of the existing market? And how could we invent new services to grow the overall market?

I’m keen to hear what you think. 

So before the end of the week, we will put in place a simple way for you to let me know what you think you could do as an individual, and what we could do as a team to grow trust at the doorstep.

Because owning trust at the doorstep means we will have a growing and profitable business. And that is something that will be great for all of us, and our customers.

But it is important we remember that to seize the opportunities in front of us, we must change.

Pace of change and real action, today and every day is critical.

Thank you once again for all your hard work.  It is greatly appreciated.