Description
Our client, a leading UK Train Operating Company (TOC) has retained our services to recruit a Customer & Commercial Director. This role will be critical in leading the Customer & Commercial function, playing a pivotal part in shaping and driving the company’s strategic objectives as a key member of the executive team.
This successful candidate will be responsible for developing strategies to improve the customer experience and achieve revenue targets, including fare-box and ancillary income. They will also 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
- Key role as a Director of XC Trains and a member of the Executive team - leading business success and acting as a leader and role model in line with business values & behaviours.
- Leading 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.