Head of Retail

6 months ago

York, United Kingdom Northern Trains Full time

**BUSINESS FUNCTION**: Commercial and Customer

**GRADE**:Executive

**SALARY**: Executive

**ROLE TYPE**: Hybrid

**HOURS**: 37 per week

**This is a senior strategic and delivery role that offers a unique and exciting opportunity to make a significant impact on one of Northern Trains’ key customer interfaces - the retailing of tickets and payment for travel.**

Northern Trains is seeking a Head of Retail to lead our continued development of how customers pay for rail services, developing new and innovative forms of retailing whilst ensuring that our approach to protecting our revenue develops in parallel. This key strategic leadership role will play an active part in shaping the future of Northern Trains and customers’ experience of paying for travel through a focus on the continued development and enhancement of the ticket retailing proposition.

Northern plays a vital role in connecting millions of people to work, leisure and education opportunities. We operate 2,500 services a day to more than 500 stations across the North of England. But our vision is about more than just train travel. It’s about creating an excellent customer experience, and that means building a different kind of workplace. One that values individuality and celebrates differences. Somewhere we can work together, have fun, and get stuck in to making our customers’ lives easier. A place that goes out of its way to create incredible opportunities for everyone to grow and be the best we can be every single day.

**Key responsibilities**:
**Strategic Development of the Northern Retail Model** - Defining and driving Northern’s retail strategy that drives high levels of customer satisfaction whilst reducing cost, maximising business revenue and achieves an optimal return on investment.

**Leadership - **lead and develop and inspired team that is data-driven, results-focused and delivers strong business results whilst enhancing the travel purchase experience of Northern’s customers.

**Industry Engagement** - Lead engagement with the wider rail industry and key stakeholders, ensuring Northern’s strategic direction on retailing is consistent with and supportive of wider industry change.

**Revenue Protection** - Overseeing the implementation of robust measuring and reporting of ticketless travel rates and the ongoing development of activity to reduce fraudulent travel in a cost-effective, optimal manner.

**About you**:
You will have extensive experience of developing high-value, customer-focused strategies in complex markets, operating with a focus on a wide range of key stakeholders, ideally including working with national and/or local government agencies.

You will be able to demonstrate a proven track record of driving strong financial and customer satisfaction results, with a record of business case development and an analytical approach to support investment in innovative change.

Your knowledge of technical retailing developments and future technology opportunities will enable you to play a leading role in Northern’s customer-focused ongoing modernisation, with you working with internal colleagues to develop and articulate a vision for a more modern, better and efficient railway.

***

**Qualifications/Experience summary**:

- Educated to undergraduate level or equivalent management qualification, preferably with a strong focus on commercial skills and strategic development#
- Extensive leadership experience in managing teams and budgets in a large commercial organisation and in relation to the maximisation of value gained from senior specialist resource
- Excellent commercial knowledge, with proven experience in managing and delivering multi-million pound targets
- Significant experience of developing high-cost, customer-focused strategies in complex markets with a wide range of stakeholders
- Knowledge of business case processes and benefits modelling
- Knowledge of technical developments and future technology opportunities, particularly in relation to payment for travel
- Experience of working with government agencies, ideally to a senior level

**Package**:
Commensurate with seniority and responsibility.

You can find out more here
- We also have Disability Confident status, which means we’re committed to making the most of the talents that disabled people can bring to the workplace._

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