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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 outcomes.
✨Tip Number 4
Demonstrate your leadership capabilities by sharing experiences where you've successfully led a team through digital transformation. Highlight your ability to influence stakeholders and drive change, as this is crucial for the Head of Digital and Ticketing role.
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, clearly articulate your understanding of c2c's mission and how your skills align with the role. Mention specific examples of how you've driven digital transformation and improved customer experiences in previous positions.
Showcase Your 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 experience with tools like Google Analytics or similar platforms.
Prepare for Potential Questions: Think about how you would approach defining and executing a digital strategy for c2c. Be ready to discuss your vision for enhancing customer experience through technology and how you would measure success.
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 successfully increased digital engagement or improved customer experience through innovative solutions.
✨Demonstrate Data-Driven Decision Making
Since the role requires utilising data and analytics, come equipped with examples of how you've used data to influence product decisions. Discuss any tools you've used, like Google Analytics, and how they helped shape your strategies.
✨Emphasise Leadership Skills
As a Head of Digital and Ticketing, strong leadership is crucial. Prepare to share instances where you've led teams through change or digital transformation, focusing on your ability to inspire and drive results.
✨Understand the Company and Its Customers
Research c2c and its customer base thoroughly. Be ready to discuss how your vision aligns with their goals and how you can enhance their digital ticketing experience, showing that you understand their unique challenges and opportunities.
