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For Companies At a Glance
- Tasks: Lead digital and ticketing strategy to enhance customer experience and drive growth.
- Company: Join c2c, an award-winning train operator connecting East London and South Essex.
- Benefits: Enjoy potential remote work options and a dynamic team environment.
- Why this job: Be part of a digital transformation that impacts customer satisfaction and operational excellence.
- Qualifications: Degree educated with experience in e-commerce, web analytics, and strategic planning.
- Other info: This is an 8-month maternity cover role with a chance to extend.
The predicted salary is between 48000 - 72000 £ per year.
Job Description
This is a 8 month maternity cover with the possibility to extend to 12 months.
About Us:
Here at c2c we take pride in being an award-winning train operator running services between Fenchurch Street and Shoeburyness, serving 26 stations in East London and South Essex. Our customers never stand still and neither do we. We anticipate, innovate and flex around our customer’s needs and it takes a great team to do this.
We are looking for a dedicated and versatile individual to join our team as Head of Digital and Ticketing.
Purpose of the Role:
- Define and execute a digital and ticketing strategy for c2c that harnesses modern technology to achieve significant growth in use of digital and smart ticketing, and improve customer experience
- Accountable for the delivery and maintenance of a stable and robust and functioning retail system to ensure the system is fit-for-purpose and meets the expectations of the industry, c2c staff and customers
- Drive a digital culture at c2c, advocating digital transformation and user-centric approach to deliver
- Be accountable for the ongoing health, service and prioritisation of the entire retail system, leading the digital team in delivering change, improvements and incident management – and drive continuous improvements to retail operations
- Deliver targeted KPI growth across the key metrics of traffic volume, transactions, conversion (all site & check-out) and average value, along with other primary measures including customer satisfaction
- Utilise data/analytics and insight, to drive product decision-making, influencing the business to ‘buy in’ to the roadmap. Use data to identify key trends in varying customer segments, and adapt the online offering to respond to these trends.
- Evolve and further embed a digital scorecard based approach, working in conjunction with the internal functional teams of Customer Experience, Commercial & Delivery, amongst others, to create a truly joined-up, optimised, digital space.
Experience, Knowledge and Qualifications Required:
- Experienced and capable of developing online strategic plans, rooted in the analysis of customer persona segments, platform/device performance, and consideration of the wider competitive landscape. Ability to demonstrate influence and delivery of previous plans.
- Experienced in direct management of all e-commerce disciplines (e-marketing, web development and website management, UX), including full accountability for budget management
- Detailed understanding and capability for using web analytics (e.g. Google Analytics, Omniture, Site Catalyst, Discover)
- Practical understanding of web development processes and technologies
- Successful hands-on operational experience as well as strategic vision, with the ability to demonstrate delivering and influencing product roadmaps
- Strong leader, with technical understanding and commercial acumen
- Strong negotiator and influencer with internal and external suppliers
- Results focused, applying commercially underpinned logical decision making to all tasks
- Ability to work across organisational boundaries
- Capable and experienced at dealing with Senior/Exec level individuals
- Degree educated
Head of Digital and Ticketing employer: c2c Railway Limited
Contact Detail:
c2c Railway Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Digital and Ticketing
✨Tip Number 1
Network with professionals in the transport and digital sectors. Attend industry events or webinars where you can meet people who work at c2c or similar companies. Building these connections can give you insights into the company culture and potentially lead to referrals.
✨Tip Number 2
Familiarise yourself with the latest trends in digital ticketing and customer experience. Research how other train operators are innovating in this space, and be prepared to discuss your ideas on how c2c can enhance its digital strategy during interviews.
✨Tip Number 3
Showcase your analytical skills by preparing examples of how you've used data to drive decisions in previous roles. Be ready to discuss specific metrics you've improved and how those changes positively impacted customer satisfaction and business growth.
✨Tip Number 4
Demonstrate your leadership abilities by sharing experiences where you've successfully led a team through digital transformation projects. Highlight your approach to fostering a digital culture and how you’ve managed cross-functional collaboration to achieve results.
We think you need these skills to ace Head of Digital and Ticketing
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in digital strategy and ticketing systems. Emphasise your achievements in e-commerce disciplines and any leadership roles you've held.
Craft a Compelling Cover Letter: In your cover letter, express your passion for digital transformation and customer experience. Mention specific examples of how you've driven growth in previous roles and how you can bring that expertise to c2c.
Showcase Analytical Skills: Since the role requires a strong understanding of web analytics, include examples of how you've used data to influence product decisions. Highlight any tools you're proficient in, like Google Analytics.
Demonstrate Leadership Experience: As a Head of Digital and Ticketing, you'll need to lead a team. Provide examples of your leadership style and how you've successfully managed teams or projects in the past.
How to prepare for a job interview at c2c Railway Limited
✨Showcase Your Digital Strategy Experience
Be prepared to discuss your previous experience in developing and executing digital strategies. Highlight specific examples where you've successfully driven growth in digital ticketing or similar areas, and how you used data analytics to inform your decisions.
✨Demonstrate Leadership Skills
As a Head of Digital and Ticketing, you'll need to lead a team effectively. Share examples of how you've managed teams in the past, particularly in driving digital transformation and fostering a user-centric culture. Emphasise your ability to influence and negotiate with both internal and external stakeholders.
✨Understand the Customer Journey
Familiarise yourself with the customer journey specific to c2c's services. Be ready to discuss how you would enhance customer experience through digital solutions. Use insights from customer persona segments to demonstrate your understanding of their needs and how you can meet them.
✨Prepare for Technical Questions
Given the technical nature of the role, brush up on your knowledge of web analytics tools like Google Analytics and your understanding of web development processes. Be ready to explain how these tools can be leveraged to improve digital ticketing systems and overall customer satisfaction.
