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For Companies At a Glance
- Tasks: Lead digital strategy and ticketing initiatives 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 forward-thinking team that values innovation and customer-centric solutions.
- Qualifications: Proven experience in e-commerce, digital strategy, and strong leadership skills required.
- Other info: This is an 8-month maternity cover with a chance to extend to 12 months.
The predicted salary is between 43200 - 72000 £ per year.
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
Familiarise yourself with the latest trends in digital ticketing and e-commerce. Understanding the current landscape will help you speak confidently about how you can drive growth and improve customer experience at c2c.
✨Tip Number 2
Network with professionals in the transport and digital sectors. Attend industry events or webinars to connect with others who can provide insights or even referrals that could help you land this role.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully implemented digital strategies in previous roles. Be ready to showcase your ability to influence stakeholders and deliver results, as this is crucial for the Head of Digital and Ticketing position.
✨Tip Number 4
Research c2c's current digital initiatives and customer feedback. This knowledge will allow you to tailor your discussions during interviews, demonstrating your genuine interest in the company and its goals.
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. Focus on your achievements in e-commerce, web analytics, and customer experience to align with the job requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of c2c's mission and how your skills can contribute to their digital transformation. Use specific examples from your past roles to demonstrate your capability in driving growth and improving customer satisfaction.
Highlight Leadership Experience: Since the role requires strong leadership, emphasise your experience in managing teams and projects. Provide examples of how you've successfully led digital initiatives and influenced stakeholders in previous positions.
Showcase Analytical Skills: Include details about your proficiency with web analytics tools and how you've used data to inform decision-making. Mention any specific KPIs you have improved in past roles to illustrate your results-driven approach.
How to prepare for a job interview at c2c Railway Limited
✨Showcase Your Strategic Vision
Be prepared to discuss your experience in developing online strategic plans. Highlight specific examples where you've successfully influenced and delivered on these plans, particularly in relation to customer persona segments and competitive analysis.
✨Demonstrate Technical Proficiency
Familiarise yourself with web analytics tools like Google Analytics and be ready to explain how you've used data to drive product decisions. Discuss any hands-on experience you have with web development processes and technologies.
✨Emphasise Leadership Skills
As a potential leader, it's crucial to convey your ability to manage teams effectively. Share examples of how you've led digital transformations or improvements in previous roles, focusing on your approach to fostering a digital culture.
✨Prepare for KPI Discussions
Understand the key performance indicators relevant to the role, such as traffic volume and customer satisfaction. Be ready to discuss how you've previously driven growth in these areas and how you plan to achieve similar results at c2c.
