Customer Experience Director

2 weeks ago

Birmingham, Birmingham, United Kingdom Newsom Consulting Ltd Full time
Job Opportunity

About the Role

We are seeking a highly skilled Customer & Commercial Director to join our client, a leading UK Train Operating Company (TOC). As a key member of the executive team, you will play a pivotal part in shaping and driving the company's strategic objectives.

The successful candidate will be responsible for developing strategies to improve the customer experience and achieve revenue targets. They will lead the implementation of key contractual mechanisms, such as the Service Quality Regime and Revenue Outturn Mechanic, while promoting a customer-focused approach aligned with the company's strategic goals.

Key Responsibilities

  • Lead the customer and commercial function to create a seamless experience for customers, delivering activity that enables customer satisfaction and revenue growth.
  • Work effectively with peers to influence activity that supports improvements in the customer experience.
  • Continually develop improvements and embed successful change projects.
  • Collaborate across the industry, establishing effective relationships with stakeholders to support delivery of the wider industry strategy.
  • Support the business planning process to ensure strategy execution is based on robust data analysis and business insight, which drives operational performance, cost-control, revenue growth and profitability.
  • Be an ambassador for diversity and inclusion, promote and implement the company's Diversity Policy always.
  • Uphold, safeguard, and promote the reputation and values of the organisation throughout all internal and external business relationships and activities.

Key Skills & Experience

  • Extensive experience of leading the design and delivery of effective customer strategies.
  • Strong strategic thinking and customer focus, with a clear understanding of the operating environment.
  • Proven experience at a senior, strategic level, ideally in a multi-site, operationally focused business.
  • High level commercial astuteness and business judgement, ideally in complex contractual and political environments.
  • Strong analytical skills – ability to apply insight and analysis to complex problems, and make sound business judgements.
  • Experienced and comfortable working at Executive/senior levels contributing to and influencing wider business direction and decisions.
  • Experienced leader of people – builds, manages, coaches, and develops professional teams which deliver.
  • Proven ability to work collaboratively with business operations teams, ensuring business and commercial activity is congruent.
  • High impact communication, influencing and presentation skills. Experienced negotiator able to deliver results in challenging commercial, statutory and political environments. Media/press experience desirable.
  • Proven experience and success in stakeholder/relationship management – credibility and ability to work at all levels internally and externally.

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