Retail Programme Lead: Transform & Grow Revenue

Southeastern Railway Inc; Greater London; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

25 days annual leave

Final salary pension

Free rail travel

Job summary

Southern is seeking an experienced Retail Programme Manager to shape and deliver the future of our retail and digital strategies. You will lead transformation from concept to operations, line-manage a team of Retail Support Officers, and collaborate with suppliers to resolve issues quickly while driving revenue and customer satisfaction.

You’ll use data and insight to justify decisions, develop robust business cases, and ensure programmes deliver measurable commercial, customer and operational

Qualifications

• Minimum 5 years experience leading complex, high value programmes and projects from strategy to delivery.
• Experience managing a 24/7 operational team, ensuring urgent issues are dealt with quickly to minimise revenue.
• Proficient governance, risk management, reporting and multi-million pound project budget control; Prince 2 / CMA desirable.
• Experience of supplier management to prioritise customer and business benefits.
• Experience of rail retail, ticketing systems and digital customer products.

Responsibilities

• Lead the delivery of retail transformation programmes and projects, from strategy through to business as usual.
• Translate digital and retail strategies into deliverable projects; write robust business cases including ROI and NPV with data-led insights.
• Prioritise subsidy-reducing projects to support business objectives.
• Line manage, develop and coach the Retail Support Team, setting clear objectives and priorities.
• Work with Retail Support Team and suppliers to ensure urgent retail channel issues are managed according to SLAs, with minimal revenue impact.
• Responsible for strong programme governance, risk management, reporting and budget control.
• Develop and maintain retail and digital project reporting and management information.
• Manage multiple linked workstreams to deliver agreed outcomes.
• Ensure programmes deliver measurable commercial, customer and operational benefits.
• Analyse customer feedback and data to improve revenue, customer experience and operational performance.
• Provide insight, recommendations and performance updates to senior stakeholders and support business planning.
• Prioritise resources across programme and support work, keeping Retail Support aligned to strategic priorities.
• Promote a culture of continuous improvement, accountability and customer focus.
• Build strong relationships across operational, commercial, digital and external stakeholders.
• Assess and mitigate risks.

Skills

Programme management

Governance

Risk management

Budget control

Supplier management

Data-driven decisions

Stakeholder management

Team leadership

Tools

PRINCE2

Job description

Southern is seeking an experienced Retail Programme Manager to shape and deliver the future of our retail and digital strategies. You will lead transformation from concept to operations, line-manage a team of Retail Support Officers, and collaborate with suppliers to resolve issues quickly while driving revenue and customer satisfaction.

You’ll use data and insight to justify decisions, develop robust business cases, and ensure programmes deliver measurable commercial, customer and operational