Job Description
Our client, a leading UK Train Operating Company (TOC) has retained our services to recruit a Customer & Commercial Director. This role will be critical in leading the Customer & Commercial function, playing a pivotal part in shaping and driving the company’s strategic objectives as a key member of the executive team.
This successful candidate will be responsible for developing strategies to improve the customer experience and achieve revenue targets, including fare-box and ancillary income. They will also lead the implementation of key contractual mechanisms, such as the Service Quality Regime and Revenue Outturn Mechanic, while promoting a customer-focused approach aligned with the company's strategic goals.
Leading the customer and commercial function to create a seamless experience for customers, delivering activity that enables customer satisfaction and revenue growth.
Work effectively with peers to influence activity that supports improvements in the customer experience.
Continually develop improvements and embed successful change projects.
Collaborate across the industry, establishing effective relationships with stakeholders to support delivery of the wider industry strategy.
Support the business planning process to ensure strategy execution is based on robust data analysis and business insight, which drives operational performance, cost-control, revenue growth and profitability.
Be an ambassador for diversity and inclusion, promote and implement the company's Diversity Policy always.
High level commercial astuteness and business judgement, ideally in complex contractual and political environments.
Strong analytical skills – ability to apply insight and analysis to complex problems, and make sound business judgements
Experienced and comfortable working at Executive/senior levels contributing to and influencing wider business direction and decisions.
Proven ability to work collaboratively with business operations teams, ensuring business and commercial activity is congruent.
Experienced negotiator able to deliver results in challenging commercial, statutory and political environments. Proven experience and success in stakeholder/relationship management – credibility and ability to work at all levels internally and externally.