Description
Join West Midlands Trains as our Retail Strategy Manager and shape the future of how our customers access and experience rail travel. In this pivotal role, you will lead the development of our retail proposition across both physical and digital channels, balancing customer needs with commercial and operational priorities. From ticket offices and on-board sales to apps, websites and smart infrastructure such as ticket gates and platform validators, you will drive innovation and efficiency in every aspect of our retail strategy.
Key Responsibilities
* Develop and lead WMT's retail strategy in collaboration with key internal stakeholders.
* Manage supplier relationships and associated budgets to ensure high operational performance.
* Set and maintain retail standards across ticket offices, on-board services and digital channels, ensuring compliance with industry regulations.
* Analyse retail channel costs to inform strategic decisions and reduce overall expenditure.
* Prepare business cases for retail improvements and capital investments.
* Represent WMT in national rail retail forums to influence wider industry strategy.
* Champion a commercial mindset across the business, aligning retail strategy with customer and taxpayer value.
* Lead a team to support and enhance retail systems, ensuring readiness for future needs.
Skills, Knowledge and Expertise
* Proven experience in rail retail, with insight into industry trends and future-focused strategy.
* Strong understanding of UK rail regulations, including NRCoT and TSA.
* Excellent communicator, able to present complex ideas clearly to senior stakeholders.
* Skilled in influencing and motivating others through data-driven proposals.
* Technically proficient in retail systems and their functionality.
* Highly organised, with a logical approach to process development and delivery.
Benefits
* Competitive salary of up to £65,000
* Final salary pension – one of the best pension schemes available
* Free travel on all our trains and those of other train companies within our parent group company - for you, your partner, and any dependent children
* Hybrid working – office based 2-3 days a week
* 75% off all other train company travel tickets
* Retail discounts
* Career development opportunities
About London Northwestern & West Midlands Railways
We are proud to operate two new railway brands for and to the Midlands, the North West and London.
In the Midlands the West Midlands Railway brand is a local railway placing Birmingham at the centre of its network. We run the majority of the local services, as well as direct trains to many of the surrounding towns and cities, including Redditch, Stratford-upon-Avon, Worcester, Hereford, Shrewsbury, Telford, and Northampton.
Our London Northwestern Railway brand serves the London to Liverpool route on the west coast, stopping at Birmingham, Milton Keynes and Northampton, with the West Midlands at its heart.
Both services are operated by West Midlands Trains Ltd, part of Transport UK.
Each business brings a wealth of knowledge and expertise to the franchise and it's our aim to give you the rail experience you deserve at the price you want to pay.