Retail Systems Manager (Rail)

BUSINESS FUNCTION: Customer & Commercial

ROLE TYPE: Permanent - Hybrid

LOCATION: York, Leeds, Manchester

When people buy a ticket or pass through a gate, they rarely think about the systems behind it. But when those systems don’t work, everyone notices. As Retail Systems Manager at Northern, you’d make sure our shop is always open – reliably, securely, and in a way that works for both customers and colleagues. Sitting within our Commercial & Customer Directorate, this role keeps the engine room of non-digital retail running. From ticket vending machines to gatelines and on-board systems, you’ll lead the strategy, supplier relationships, and day-to-day performance that protect revenue and customer experience. It’s a role with real visibility, real accountability, and a direct impact on how customers experience rail across the North.

What You’ll Be Doing

• Leading Northern’s Retail and Validation Systems strategy, making sure it’s practical, future-focused, and delivers for customers and the business.
• Managing the day-to-day performance of non-digital retail systems, keeping them available, reliable, and ready for use across the network.
• Owning supplier relationships and contracts, holding partners to account on service levels, performance, and continuous improvement.
• Making sure we stay compliant with industry and regulatory requirements, including Rail Settlement Plan (RSP), Payment Card Industry Data Security Standard (PCI-DSS), General Data Protection Regulation (GDPR), and cyber security standards.
• Overseeing upgrades, enhancements, and change control so improvements land safely without disrupting retailing.
• Leading the response to major system issues, coordinating recovery and keeping colleagues informed.
• Using data and insight to report on system performance, manage risk, and drive better outcomes.
• Providing visible leadership to frontline colleagues, championing retail systems and supporting adoption.
• Line managing a small, specialist team and helping them grow their skills and careers.

About You

Retail systems are complex, and you enjoy bringing order to that complexity. You’ll bring:

• Experience managing retail systems in a customer-facing environment within rail.
• Confidence working with suppliers and contracts, including service levels, performance measures, and improvement plans.
• Strong numerical and analytical skills, with an eye for detail and a feel for what the data is really telling you.
• The ability to collaborate, influence, and communicate clearly with a wide range of stakeholders.
• Line management experience and a supportive, pragmatic leadership style.

What’s in it for you?

At Northern, we don’t just value our people - we go the extra mile to support them. Here’s a taste of what you can look forward to:

• Free Travel: Unlimited free travel for you, your partner, and your dependents on Northern services. Plus up to 75% discount on other networks in the UK and Europe.
• Generous Pension Scheme: We top up your contributions by 1.5 times.
• Enhanced Family Benefits: We offer 9 months of full pay for maternity leave and 2 weeks for paternity leave.
• Cycle to Work Scheme: Save up to 42% on a bike and spread the cost.
• Electric Car Scheme: Lease a brand new electric or plugin hybrid car.
• Exclusive Discounts: From shopping to wellbeing, Northern Perks has you covered.
• Employee Assistance Programme: 24/7 support for family, lifestyle, and more.
• Training and Career Development: We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business you’re in.
• Recognition: We know how important it is to show how much we appreciate our people. That’s why we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day.

Why Northern?

We’re more than just a train operator. We’re the heartbeat of the North – connecting communities, creating opportunities, and driving sustainable growth. With 2,650 trains running daily, we’re on a mission to improve rail travel and enhance the customer experience while protecting the environment. Back in 1825, the first passenger train set off in the North of England, beginning a journey that would transform travel across the world. We’ve recently celebrated 200 years of the modern railway and, as we reflect on that legacy, our focus is now on the future as Great British Rail takes shape. Join us at this pivotal moment in rail history and play your part in our journey.

A place for everyone

The best journeys happen when everyone feels welcome on board. At Northern, we don’t just move people from A to B - we’re building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if that’s something you need. We’re also a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we’ll always offer an interview. We automate parts of our screening process to remove any unconscious bias and to make sure every application is treated fairly. All successful offers will be subject to a DBS check and a medical assessment. No matter your background, experience, or whether you call it a bap, barm, or cob… there’s a place for you here in the railway.

Please note that Northern reserves the right to close recruitment for this role before the published closing date, if high volumes of applications are received.