Retail Strategy Manager

TfW Business Daily Group; Graigwen; On-site; GBP 50,000 - 70,000; Full time

Job summary

Transport for Wales is seeking a Retail Strategy Manager to support the delivery of the retail channel and fulfilment strategy, focusing on cost optimisation and improving the customer proposition for ticket purchases.

You will develop and implement ticket fulfilment, channel optimisation and fraud reduction plans, work with the Commercial Strategy Lead, and report on benefits and progress to drive revenue growth and cost savings. Welsh language skills are encouraged though not essential.

Qualifications

• Demonstrable experience implementing and managing change projects relating to ticketing and/or fraud management with measurable improvements in processes or financial benefits.
• Experience creating processes, reporting and presenting ticketing and/or cost management data to Senior Management.
• Experience collaborating with internal and external stakeholders to influence change.

Responsibilities

• Support development of TfW's ticket fulfilment, channel optimisation and retail fraud strategies to meet revenue and cost targets while improving customer satisfaction with ticket purchasing.
• Contribute to multimodal ambitions by developing ticket fulfilment and channel optimisation strategies for unified ticketing and fraud reduction across modes.
• Attend industry meetings (Rail Delivery Group, FTR team) to understand implications for TfW operations, mitigate risks and explore opportunities.
• Identify opportunities to modernise systems and processes with the Commercial Strategy Lead and Retail leadership to improve revenue growth and/or reduce costs.
• Develop annual plans around ticket fulfilment, channel optimisation and fraud reduction and report progress and quantified benefits.

Skills

Change management

Ticketing

Fraud management

Stakeholder engagement

Job description

The Retail Strategy Manager will support in the delivery of the Transport for Wales (TfW) retail channel and fulfilment strategy and activity in relation to cost optimisation and support in developing strategies to improve the customer proposition and/or reduce costs of retail

Role responsibilities

• Support the further development of TfW's ticket fulfilment, channel optimisation and retail fraud strategies in conjunction with the Commercial Strategy Lead by using plans for change to meet revenue and cost targets whilst improving customer satisfaction with ticket purchasing.
• Contribute to the delivery of TfW's multimodal ambitions by working with the Commercial Strategy Lead to develop ticket fulfilment and channel optimisation strategies to promote a unified approach to ticketing and reduction of fraud across different modes of public transport.
• Keep abreast of retail and ticketing activity across rail and public transport more generally, including changes to retail channels, fulfilment methods and fraud mitigation, through attendance at Industry level meetings with Rail Delivery Group (RDG) and the Fares Ticketing and Retail (FTR) team within Great British Railways. Support in further ensuring that implications to TfWs operations are understood, risks are mitigated and opportunities are explored.
• Identify opportunities to modernise existing systems and processes by working closely with the Commercial Strategy Lead, Head of Retail Delivery, Retail Systems Manager and Senior Retail Projects Manager to enhance revenue growth and/or reduce costs.
• Develop annual plans around ticket fulfilment, channel optimisation and fraud reduction by reporting on progress of initiatives and quantification of benefits, to ensure all linked revenue and cost reduction targets are delivered in full.

Who we're looking for

• Demonstrable experience of implementing and managing change projects relating to ticketing and/or fraud management that have demonstrated improvements in business processes and/or financial benefits.
• Experience of creating processes, reporting and presenting ticketing and/or cost management data to Senior Management
• Experience of collaborating with internal and external stakeholders to influence change

Welsh Language Skills

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

TfW support 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.

This advert will close at 23:59 on the day of the application closing date stated above. However, we reserve the right to close this vacancy early if we receive enough applications. We encourage you to submit your application as early as possible.