At a Glance
- Tasks: Lead the strategy for customer and revenue growth in the rail industry.
- Company: Join DFTO, the government’s public sector rail owning group.
- Benefits: Competitive salary, hybrid working, and a chance to shape national strategy.
- Other info: Flexible working options and a commitment to inclusivity.
- Why this job: Make a real impact on Britain's railway during a transformative period.
- Qualifications: Experience in senior commercial or customer strategy roles is essential.
The predicted salary is between 110000 - 122632 £ per year.
About DFTO
DFTO is the government’s public sector rail owning group. Its purpose is to bring all currently privately-owned train operators into public ownership in advance of the creation of Great British Railways in 2027 and deliver improvements in the here and now by unifying and integrating train operations under common public ownership. DFTO has over 30,000 employees, runs over 11,000 services a day and delivers over 930 million customer journeys across its networks every year.
Major improvements are being delivered by DFTO train operators (TOCs) that are already under public ownership - these are LNER, Northern, TransPennine Express (TPE), Southeastern, South Western Railway (SWR), c2c, Greater Anglia, WM Trains and GTR. We work closely with the DfT but operate independently with our own governance and leadership teams. Our priority is ensuring efficient, dependable rail services for everyone.
Primary Purpose of Job: This is a rare opportunity to lead the strategy that will influence how the rail industry attracts customers, grows revenue and delivers better outcomes for passengers. As Head of Customer & Revenue Strategy, you will lead the development of the industry's customer and revenue growth priorities, bringing together commercial, customer, market and revenue insight to shape the future direction of Britain's railway. Working across train operators, Network Rail, industry bodies and government stakeholders, you will build alignment around a shared strategy that drives sustainable growth and improved customer outcomes. This role sits at the heart of rail reform and offers a unique opportunity to influence national strategy during a period of significant industry transformation. You will work directly with senior leaders across the sector, providing strategic leadership on some of the most important commercial and customer challenges facing the railway today. For the right candidate, this is an opportunity to leave a lasting legacy: shaping national priorities, influencing industry investment decisions and helping create a more customer-focused and commercially successful railway.
The role: You will set the strategic direction for customer and revenue growth across the rail network, leading a high-performing team responsible for developing market-led strategies, evidence-based propositions and industry-wide interventions that improve customer outcomes and grow revenue. A key part of the role will be leading the evolution of the Passenger Revenue Optimisation Plan (PROP) into a broader customer and commercial strategy for the rail network, making sure priorities are insight-led, deliverable and aligned to wider organisational objectives. You will also be responsible for driving the National Marketing Strategy, working closely with train operators and industry partners to maximise the impact of industry investment and create stronger, more coordinated customer engagement across the network. This is a highly visible leadership role requiring strategic thinking, commercial acumen and exceptional stakeholder management. Success will depend on your ability to influence across organisational boundaries, build industry consensus and turn strategic ambition into meaningful outcomes.
What you'll be responsible for:
- Leading the development of the industry Customer and Revenue Strategy, creating clear priorities that drive sustainable growth and improved customer outcomes across the rail network.
- Shaping the future direction of the Passenger Revenue Optimisation Plan (PROP).
- Developing evidence-based recommendations, business cases and strategic interventions using customer, market and revenue insight.
- Leading the development and optimisation of the National Marketing Strategy.
- Building alignment and securing commitment from senior stakeholders across train operators, Network Rail, Integrated Railways, Rail Delivery Group and wider industry partners.
- Providing strategic advice, challenge and recommendations to executive leaders on commercial opportunities, customer priorities and investment decisions.
- Monitoring industry performance, market developments and emerging trends, adjusting priorities where required.
- Leading and developing a high-performing team focused on customer improvement and revenue growth.
What we're looking for:
Essential:
- Significant experience in a senior commercial, customer, strategy or revenue leadership role, ideally within transport or another complex customer-focused sector.
- Deep understanding of customer, commercial and revenue drivers, including market segmentation, demand generation and revenue optimisation.
- Proven experience developing and leading strategy in complex, multi-stakeholder environments.
- Strong analytical capability, with the ability to convert insight into strategic recommendations and investment decisions.
- Experience securing delivery through influence, collaboration and stakeholder engagement rather than direct control.
- Strong business planning and commercial decision-making skills, including business case development.
- Exceptional communication and influencing skills, with the credibility to engage at executive and industry leadership level.
- Experience leading teams and creating high-performance, customer-focused cultures.
Desirable:
- Experience developing or leading national marketing strategies.
- Experience working with government, regulated industries or complex national infrastructure sectors.
- Knowledge of rail industry commercial, planning or revenue frameworks.
Vacancy details:
Duration: Fixed-term opportunity aligned to rail reform and the transition towards Great British Railways. This is an exceptional opportunity for an experienced leader to play a pivotal role in shaping the future commercial and customer strategy of Britain's railway.
Location: Any DFTO location, with hybrid working. Regular travel to London and industry locations will be required.
Salary: £110,000 to £122,632 depending upon experience.
Additional information:
Candidates applying on a secondment basis should inform their line manager before submitting an application. We're committed to creating an inclusive workplace and welcome applications from people from all backgrounds. Flexible working options are available subject to business requirements. Please do not email CVs. Applications must be made by clicking the Apply button.
DFTO Locations: DFTO currently have office locations in London, Birmingham and Leeds and individuals can be based from any of the three locations. Whilst we do offer hybrid working there are sometimes demands to travel to the other office locations.
If you have any questions or reasonable adjustments, please contact jason.blakemore@dftoperator.co.uk. Please do not email any CV's to us, your application must be made by clicking the 'Apply' button.
Head of Customer & Revenue Strategy in London employer: DfT Operator
The DfT Operator is an excellent employer, offering a dynamic work environment that fosters innovation and collaboration in the rail sector. With a strong focus on employee growth, generous annual leave, and a robust pension scheme, team members are supported in achieving both personal and professional goals while contributing to the significant transition to Great British Railways. The hybrid working model allows for flexibility, making it an attractive opportunity for those seeking meaningful and rewarding employment in London.
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We think this is how you could land Head of Customer & Revenue Strategy in London
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We think you need these skills to ace Head of Customer & Revenue Strategy in London
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In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
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As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
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