Consultants - Marketing/customer Experience/fares &

6 months ago

London, United Kingdom First Rail Full time

**Who Are We?**

First Rail Consultancy provides specialist services across the public transport sector, particularly in the rail industry. We work closely with other FirstGroup plc businesses including operators Avanti West Coast, Great Western Railway, South Western Railway, Hull Trains, all-electric train operator Lumo and advising DfT on the future operation of HS2. We also provide consultancy services for First Bus, London Trams and external clients.

We deliver a wide range of services to meet our clients' needs including business development, branding, data analysis, engineering, project management, editorial work, and training. We also engage in commercial activity for FirstGroup plc to expand our business, both nationally and internationally. This work encompasses everything from contract bids and business planning to developing software services and new rail routes.

We have assembled an experienced team with expertise in a range of disciplines. Just as importantly, we take great pride in being friendly, inclusive and supportive. We support all employees in their personal and professional development through training, academic qualifications, and interesting, varied project work.

**What is the role?**

We have up to 5 job opportunities for professionals across the fields of fares and revenue, customer experience, marketing, and commercial strategy to expand the First Rail Consultancy Customer & Commercial team. The team works with our clients to optimise their customer experience and revenue streams to generate high levels of customer satisfaction and return on investment. All the roles will involve:

- Engaging with operating company teams and clients to understand their objectivities, priorities, opportunities and constraints.
- Business case development and report writing.
- Continuous improvement of consulting and change management activities, staying abreast of the latest research and innovations.

We are looking for the right people for the roles and the team, and we welcome applicants new to the transport industry as well as experienced rail professionals seeking new opportunities.

**Who are we looking for?**

**Skills and Experience**

**Key skills include**:

- Excellent interpersonal skills as well as ability to work on own initiative.
- Comfortable working with senior managers and have strong communication skills, both written and verbal.
- Ability to think strategically and analytically.
- Ability to create effective and creative proposals and reports.
- Ability to work closely with and support other members of the team.
- Being a self-starter with excellent organisation skills who thrives on working to tight deadlines and juggling multiple priorities.

**We are recruiting up to five roles across the areas of expertise outlined below**:
**Commercial**
- Have a strong commercial awareness with experience of business case development
- Numerate with proven analytical and problem-solving skills, working to a high degree of accuracy.
- Able to demonstrate an understanding of what is happening in the wider transportation industry and the implications that local decisions have for other parts of the organisation.

***Customer Experience**
- Have knowledge of customer experience requirements, and commercially driven customer strategies.
- Be able to oversee the development of customer experience initiatives and their costing and project planning.
- Thorough knowledge of the diverse needs of customers with protected characteristics is essential, and experience of responding to those needs is desirable.

***Marketing**
- Have knowledge of a wide range of marketing techniques and concepts, including the development of advertising campaigns, promotional material, point of purchase material and development of promotional partnerships.
- Have knowledge of commercially driven marketing, delivering a high return on investment, including techniques to measure this.
- Have experience of the management and implementation of market research, working closely with research agencies to deliver focused research outputs.

***Fares & Revenue**
- Have experience in analysing large amounts of demand and revenue data
- Have had involvement in developing, modelling or delivering pricing strategies/fare changes in the transport/hospitality industry.
- Have exposure to revenue forecasting models including an understanding of demand drivers.

**What can we offer you?**
- Salary £40,000 to £65,000 depending on experience
- Minimum of 10% contribution to your Pension (5% employer and 5% employee)
- 25 days holiday plus national bank holidays
- Travel offers for Bus and Rail**:

- Payroll Giving - donate directly from your pay to a charity of your choice
- Shopping discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more
- All employee Share Schemes*
- Buy as You Earn share scheme*
- Employee Assistance Helpline - fre

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