Retail Programme Manager

Salary circa £73k depending on skills and experience.

The Retail team plays a key role in growing and developing GWR's business. It oversees all the selling channels and fulfilment methods, both at station and online. The systems managed support and facilitate the collection of revenue.

The Retail Programme Manager is responsible for the delivery of retailing systems across GWR's estate to maximise commercial opportunities for GWR. You will lead the development and delivery of initiatives and projects to support GWR's retail strategy. You will be responsible for managing and coordinating the programme of activity to deliver GWR's retail objectives of delivering a customer-centric choice of ticketing propositions that provide flexible, convenient and simple solutions for ticket purchase, collection and travel, with a focus on delivering a “digital-first” channel of sale.

This is a key role at a time of significant change in the railway industry. It requires an understanding and appreciation of customer behaviours and retailing requirements, now and in the future, and the ability to collaborate across the railway industry and with a number of key stakeholders and partners to work together to deliver our retailing systems.

Your main responsibilities:

• Development of strategic and tactical initiatives to support GWR's Retail strategy with a strong focus on digital-first delivery and supporting the development of the roadmap for GWR retail activities.
• Ownership and management of the delivery programme for retail projects to support GWR's Retail Strategy and vision.
• Driving the ongoing evolution and management of the Retail Roadmap encompassing both digital and traditional means of retailing.
• Ensure project requirements, approach, scope, goals and deliverables support business goals in collaboration with Senior Management and stakeholders.
• Liaise with suppliers and external stakeholders for implementation of innovative solutions to affect retail offering.
• Ensure feedback from GWR stakeholders is relayed back to suppliers to impact on future solution offering and assist commercial teams with the development of the customer proposition and business case for strategic and tactical retail initiatives.
• Represent the interests of the Retail team across GWR, First Group and industry bodies.
• Provide impact assessment, strategic and tactical support to ongoing retail activity and initiatives.
• Work with system integrators to develop system functionality and specifications that meet GWR business requirements.
• Lead contract negotiations on key contracts for business compliance and continuity.
• Manage the ongoing delivery of commercial relationships and contracts as an escalation point to support BAU delivery.
• Manage suppliers as required developing strong working relationships and working to plans and to budget.
• Oversee a successful handover into BAU processes.

About You:

As a minimum you will have an APM or MSP certification to manage the Programme Management function and preferably be educated to degree level or equivalent with relevant professional qualification. In addition, you will hold the following skills and experience:

• Commercially driven, with a focus on strategic thinking and foresight.
• Interpersonal, networking and influencing skills.
• Problem solving and analysis.
• Visualise end-user experience and work backwards to plan, strategise and execute customer experience efforts to deliver great experiences.
• Data driven mindset and aptitude for technology.
• Ability to build good relationships with key stakeholders, both internally and externally.
• Experience managing budgets.
• Experience of project management and project delivery.
• Digital experience is beneficial.
• Railway experience is beneficial, but not essential.

About the location:

This role is based in London Paddington, with the opportunity to work from home up to 2 days a week. To ensure collaboration and support for our stakeholders, some travel to other locations on the GWR network will be required on occasion. Free train travel for GWR is included as part of this role.

Additional Information:

This is a full time, permanent position.

To Apply:

For further information, please contact Dhawal Sawant - Head of Retail dhawal.p.sawant@gwr.com. Please submit your application online via the internal FirstGroup careers website.

Diversity and Inclusion:

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.