Senior Customer Proposition Manager

Who are we?

GWR is the proud custodian of Brunel\’s railway – one of the most prestigious networks in the world. We have some of the newest trains in the country and exciting plans to extend our services. With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK\’s top tourist destinations.

We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun.

About the Role?

As the Senior Customer Proposition Manager at GWR, you\’ll lead our Customer Proposition Design & Specification team, steering the strategy and development of our end-to-end journey experience. This role is instrumental in transforming our customer touchpoints into an exceptional, seamless experience that reflects the premium GWR brand and improves return on investment.

You\’ll leverage insights, customer expectations, and market trends to shape a unique and engaging customer journey. Collaborating with key business leaders, including Marketing, Sales, and Customer Services, you\’ll ensure cohesive and consistent customer interactions. Additionally, you\’ll have the direct responsibility for specifying products and services, including new fleet innovations, that resonate with our customers and drive satisfaction, efficiency, and profitability.

Responsibilities:

• Product Strategy & Management: Deliver a top-tier product portfolio, including onboard retail, catering, and lounges, that upholds the GWR brand, enhances value for money, and drives industry recognition and commercial success.
• Customer Journey Mapping: Work with cross-functional teams to design an integrated, high-quality proposition across all touchpoints, from initial customer engagement to retention.
• Strategic Transformation: Utilise GWR\’s assets to lead strategic change, challenge traditional practices, and identify new opportunities for commercial growth and innovation.
• Business Planning & Analytics: Lead the creation and delivery of the Customer Proposition Annual Business Plan, using data-driven insights to prioritize investments that matter most to GWR customers.
• Supplier Partnerships: Foster partnerships that enhance long-term commercial value and reinforce the GWR premium experience in all supplier decisions.
• Operational Excellence & Sustainability: Support an empowered team culture that emphasizes quality and safety, while also driving initiatives in sustainability, such as reducing waste and carbon emissions.
• Cross-Functional Collaboration: Build powerful relationships with internal teams (IT, Procurement, Operations) to bring the Customer Proposition Strategy to life.
• People Leadership: Inspire and develop a diverse, inclusive team, creating an empowered culture that fosters professional growth and excellence.

As a minimum you will need to have:

• Education: Degree-level education or equivalent, with a relevant professional qualification.
• Experience: Proven expertise in customer service excellence, ideally within the transport, hospitality or travel industry.
• Core Competencies:

• Strategic thinking, foresight, and ability to translate customer needs into actionable business strategies.
• Strong interpersonal, networking, and influencing skills.
• Problem-solving and analytical abilities, with a data-driven mindset and a tech-savvy approach.
• Skilled in developing value propositions, business planning, and leading change.

About the location?

You will be based at The Point, London with flexibility to work across the GWR Network.

Working Pattern: 37 hours

Perks & Benefits?

• Health & Wellbeing: Health Cash Plan, health screenings, EAP, gym discounts.
• Lifestyle: Costco membership, bike scheme, retail discounts.
• Financial: Pension, share-saving schemes, payroll giving.
• Travel: Free GWR Travel pass. Discounted Friends and Family tickets, Eurostar, and European rail travel.

We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

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