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For Companies At a Glance
- Tasks: Lead the digital retail strategy and enhance customer experience through innovative solutions.
- Company: Join a dynamic team focused on transforming retail channels for better customer service.
- Benefits: Enjoy opportunities for growth, collaboration, and making a real impact in digital retail.
- Why this job: Be at the forefront of digital innovation and help shape the future of retailing.
- Qualifications: Experience in managing digital platforms and driving user engagement is essential.
- Other info: This role offers a chance to work with cutting-edge technology and diverse stakeholders.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
Digital Channel Manager – Retail
Purpose of Digital Channel Manager – Retail role:
Accountable for delivering a best-in-class digital retailing solution, including but not limited to our WebTIS and Apps, that match the new needs and behaviours of customers
Maximise the revenue efficiency of the digital sales channels
About the Digital Channel Manager role:
This role is critical to migrate customers from station retailing to self – serve via our digital platforms. This role reports to the Head of Retail Channels, who reports to the Commercial Director. The Commercial Director reports to the Chief Customer Officer.
The Commercial team comprise of Customer Service Directorate and Customer Excellence. We work in close collaboration with internal stakeholders to exceed customer expectations.
Externally we work with DfT, RDG, suppliers and third parties to ensure we meet contractual obligations and continually evolve and improve our customer service.
Digital Channel Manager – Retail KeyAccountabilities:
Strategic Leadership
- Develop and implement a strategic vision for digital retail channels, ensuring alignment with the company's commercial and customer service goals.
Channel Performance Management
- Maximise year-on-year growth as customers migrate from traditional station retail channels to digital ticketing via our own WebTIS and Apps.
Customer Experience Optimization
- Develop new customer-friendly and innovative functionalities / features notably by leveraging technologies (including AI). Develop and manage the product roadmap of the digital retail channels.
Channel operational management
- Accountable for ensuring suppliers meet their contractual obligations, KPIs, SLAs and platform uptime to exceed customer expectations.
Stakeholder collaboration
- Ensure effective working with all suppliers to deliver the customer solutions, via formal service reviews each period and formal agreed actions documented and tracked until closed.
- Accountable for delivering DfT and RDG programmes of work, for example, Smarter Information, Smarter Journeys (SISJ).
Digital Channel Manager Experience needed:
- Managing digital platforms and continually improve the platforms to attract more users and generate more revenue.
- Managing a budget, tracking expenditure versus forecast.
- Compilation of Business Cases and obtaining approval via the governance process.
- Managing a team to deliver continuous improvement.
- Managing third party suppliers to exceed contractual KPIs and SLAs.
If you have the right skills and attributes to be a Digital Channel Manager, click APPLY NOW!
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Digital Channel Manager employer: GOVIA THAMESLINK RAILWAY LIMITED
Contact Detail:
GOVIA THAMESLINK RAILWAY LIMITED Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Digital Channel Manager
✨Tip Number 1
Familiarize yourself with the latest trends in digital retailing and customer behavior. Understanding what customers expect from digital platforms will help you align your vision with the company's goals.
✨Tip Number 2
Showcase your experience in managing digital platforms by preparing specific examples of how you've improved user engagement or revenue in previous roles. This will demonstrate your capability to maximize growth in this position.
✨Tip Number 3
Highlight your ability to collaborate with various stakeholders, including suppliers and internal teams. Providing examples of successful partnerships can illustrate your skills in ensuring effective service delivery.
✨Tip Number 4
Stay updated on the latest technologies, especially AI, that can enhance customer experience. Being knowledgeable about innovative features will show your commitment to optimizing digital channels.
We think you need these skills to ace Digital Channel Manager
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Digital Channel Manager position. Understand the key accountabilities and required experience, so you can tailor your application to highlight relevant skills.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience managing digital platforms and improving user engagement. Provide specific examples of how you've maximized revenue efficiency or enhanced customer experiences in previous roles.
Showcase Strategic Thinking: Demonstrate your ability to develop and implement strategic visions for digital channels. Include any relevant projects where you successfully aligned digital initiatives with commercial goals.
Tailor Your Application: Customize your application materials to reflect the language and priorities outlined in the job description. Use keywords related to digital retailing, customer experience optimization, and stakeholder collaboration to make your application stand out.
How to prepare for a job interview at GOVIA THAMESLINK RAILWAY LIMITED
✨Understand the Digital Landscape
Familiarize yourself with the latest trends in digital retailing, especially in ticketing solutions. Be prepared to discuss how you can leverage technologies like AI to enhance customer experience.
✨Showcase Your Strategic Vision
Be ready to articulate your strategic vision for digital channels. Think about how you would align this vision with the company's commercial and customer service goals.
✨Demonstrate Performance Management Skills
Prepare examples of how you've maximized growth in previous roles. Discuss specific metrics or KPIs you've used to track performance and how you’ve adapted strategies based on data.
✨Highlight Collaboration Experience
Since stakeholder collaboration is key, share experiences where you've successfully worked with suppliers or internal teams. Emphasize your ability to manage relationships and ensure accountability.
