Head of Retail Delivery

TfW Business Daily Group; Graigwen; On-site; GBP 45,000 - 65,000; Full time

Job summary

Transport for Wales is seeking a driven professional to optimise revenue protection systems and rail retailing interfaces across Wales and Borders. You will leadership in deploying ticketing and payment systems, ensuring smooth operation and growth of passenger revenue.

The role involves cross-functional collaboration with digital projects and commercial teams to enhance the customer journey and protect revenue. Welsh language skills are a plus.

Qualifications

• Strong understanding of rail retailing and revenue protection systems.
• Experience in a pressurised team environment.
• Customer-service ethos in relation to delivery and supplier management.
• Proven leadership with coaching and developing others.
• Proficiency in MS Word, Excel and PowerPoint.

Responsibilities

• Lead on the development and implementation of systems and processes to enable customers to pay for rail travel and, in future, bus travel.
• Lead the management and proper use of interfaces between the customer and our retailing function to ensure revenue is collected and protected.
• Oversee Ticket Vending Machines, Booking office ticket machines, Mobile ticket machines, Ticket Gatelines, DigitalRetail (Website and App, Smartcard and PAYG).
• Manage retail agents under an agency retail licence across Wales and Borders and broader community retail strategy.
• Act as business owner for new retail systems, coordinating engagement from strategy to BAU operation.
• Collaborate cross-functionally to ensure ticketing, revenue collection and fraud activities grow revenue and improve customer experience.

Skills

Customer-service ethos

Leadership skills

Pressure handling

Stakeholder engagement

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

The role will be responsible for ensuring systems and processes are in place to better enable customers to pay for travel, helping to reduce revenue at risk, improve the overall customer experience and expand passenger revenue targets whilst delivering excellence in retail.

The post-holder plays a critical role in ensuring vital commercial systems and third-party retail channels and revenue protection systems are effective and optimised to the needs of the organisation and aligned to strategies to protect and grow revenue across the network.

Role responsibilities

• Lead on the development and implementation of systems and processes to better enable customers to pay for rail (and in future bus) travel, helping to reduce revenue at risk and improving the overall customer experience.
• Lead on the management and proper use of interfaces between the customer and our retailing function to ensure that revenue is collected and protected. Such systems include:
• Ticket Vending Machines
• Booking office ticket machines
• Mobile ticket machines (used on board,at special events and in mobile revenue protection operations)
• Ticket Gatelines
• DigitalRetail (Website and App, Smartcard and contactless PAYG)
• Management of retail agents operating under an agency retail licence across Wales and Borders as well as overall responsibility for the wider community retail strategy including convenience store retailing.
• Business owner and recipient of new retail systems and ways of retailing in conjunction with the Retail Systems Manager, ensuring smooth acceptance of new systems from early engagement with the strategic arm of Commercial Revenue and digital projects through to business-as-usual operation.
• Working on a cross-functional basis to ensure that ticketing, revenue collection and fraud activities serve to grow revenue and enhance the customer experience as part of the wider customer journey.
• Engage with, influence (wherenecessary) and lead relationships with industry, stakeholders and governmental/regulatory bodies that are needed to facilitate the delivery of our commercial revenue strategies

Who we're looking for

• Comprehensive understanding of rail retailing and revenue protection systems, both customer-facing and back office.
• Practical experience working in a pressurised team environment
• Acustomer-service ethos both in terms of own/team delivery, and in demanding the same from our suppliers.
• Proven leadershipskills and a track record of coaching and developing others.
• Must be fully conversantwith Microsoft Word,Excel and PowerPoint

Welsh Language Skills

While not essential for thisrole, Welsh language skills would make a great addition to your application.

TfWsupport anyone who wants to learn Welsh or improve their skills. We offer online learning, classroom courses and funding attendance at local community courses.

We're changing the way the transport industry looks. By celebrating and embracing differences, we're building a workforce that represents Wales. We need talented people from all backgrounds and cultures to bring their perspectives and experiences. Diverse teams make better decisions and drive innovation. Join us in transforming the way Wales travels.

Who we are

Transport for Wales is changing the way Wales travels, making sustainable transport the first choice. We're building a multimodal integrated transport network called the T Network, making it easier for people to travel by train, bus, walking, wheeling and cycling.

We're a Disability Confident Leader. Let us know about any reasonable adjustments you may need in the recruitment process and as part of the role if you are successful.