Customer Experience Manager- Catering LeadNew

West Coast Partnership Development; Manchester; On-site; GBP 40,000 - 55,000; Full time

Job summary

Join a leading rail transportation company as a Customer Experience Manager, where you'll steer the development of customer experience and lead a team of Onboard Managers. This role requires strong operational management skills and the ability to drive performance while ensuring a positive culture change. Benefits include free travel, a final salary pension, and increasing holiday days.

Benefits

Final salary pension

Free travel on Avanti West Coast

Privilege Travel card

30 days holiday, increasing to 37

10 free journeys on other First Group Train Operators

Qualifications

• Experience leading high-performing management teams in customer service.
• Influencing and negotiating with senior stakeholders.
• Delivering results against commercial targets.

Responsibilities

• Lead a team of Onboard Managers to enhance customer experience.
• Drive performance and implement best practices.
• Support culture change within the organization.

Skills

Leadership

Strategic Thinking

Negotiation

Resilience

Commercial Awareness

Job description

Customer Experience Manager - Catering Lead

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Customer Experience Manager - Catering Lead

Steering the development of our future-proof customer experience!

We have recently restructured and combined our customer-facing teams into a single Customer Experience directorate to enhance our customers' experience now and in the future. This is an exciting time to join Avanti West Coast, as our new Evero trains are now in service. As a Customer Experience Manager, you will lead a team of Onboard Managers. Railway experience is not essential; however, strong operational management experience from sectors like logistics, manufacturing, or hospitality is required.

The rail sector is facing unprecedented change, so you will need to leverage your knowledge and experience to lead your team in delivering the excellent Customer Experience our customers expect, while supporting our ongoing culture change journey.

We are seeking an outstanding operational leader with strong strategic thinking skills, capable of challenging and developing the team through clear direction and involvement. You will drive performance and implement best practices from both customer experience and commercial perspectives, ensuring our colleagues feel engaged, valued, and proud to wear the Avanti West Coast uniform.

To be successful in this role, you should have demonstrable experience in:

• Leading high-performing management teams within a multi-site customer service environment
• Influencing and negotiating with senior stakeholders up to Director level, both internally and externally
• Delivering results against key commercial and revenue targets
• Having commercial awareness and experience working with Trade unions
• Showing resilience and tenacity in leading change

Location: You need to be located along or within a 60-minute journey of the West Coast Main Line, including Liverpool and Manchester, which will be your primary location when not traveling across the network.

Please see the attached role profile for further details.

Benefits include:

• Final salary pension
• Free travel on Avanti West Coast for you, your spouse/partner, and dependents
• Privilege Travel card (75% off fares on other train operators for leisure travel)
• 30 days holiday, increasing by 1 day each year of service up to 37 days (including bank holidays)
• 10 free journeys on other First Group Train Operators

If this opportunity interests you, apply now and remember to upload your CV.

At Avanti West Coast, we value the differences that make each of us unique. We are committed to building a diverse workforce and employing people from various backgrounds, including race, religion, age, gender, gender identity, disability, and sexual orientation.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Rail Transportation