Retail Transformation Programme Lead — Free Travel

South Eastern Railway Limited; Greater London; On-site; GBP 60,000 - 65,000; Full time

Benefits offered by this job

Free travel

Job summary

South Eastern Railway Limited is seeking a Retail Programme Manager to translate retail and digital strategies into programmes that deliver measurable commercial, customer and operational benefits. Based at London Bridge, you will lead a team of five Retail Support Officers and work with suppliers to drive transformation from concept to steady state, ensuring ROI and performance targets are met.

You will use data and customer insight to shape decisions, collaborate with operations, commercial

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 impact to revenue.
• Proficient in 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.
• Coach and develop teams, setting clear priorities and expectations.
• Turn data into decisions by analysing feedback and performance trends.
• Influence with confidence; build relationships with senior stakeholders.
• Challenge the status quo; identify better ways of working.
• Familiar with procurement landscape; cross-functional supplier onboarding

Responsibilities

• Lead the delivery of retail transformation programmes from strategy to business as usual.
• Translate strategies into deliverable projects and write robust business cases with ROI/NPV.
• Prioritise projects to support business objectives and revenue.
• Line manage and coach the Retail Support Team; set objectives.
• Manage urgent retail channel issues with SLAs and minimal revenue impact.
• Develop and maintain programme reporting and information.
• Coordinate multiple workstreams to deliver outcomes.
• Ensure programmes deliver measurable commercial, customer and operational benefits.
• Provide insights and performance updates to senior stakeholders and support business planning.
• Allocate resources across programme activities to align with priorities.
• Promote continuous improvement and accountability.
• Build strong relationships with operational, commercial, digital and external stakeholders.
• Assess and mitigate risks

Skills

Programme management

Stakeholder management

Data-driven decision making

Budget control

Supplier management

Retail/digital transformation

Job description

South Eastern Railway Limited is seeking a Retail Programme Manager to translate retail and digital strategies into programmes that deliver measurable commercial, customer and operational benefits. Based at London Bridge, you will lead a team of five Retail Support Officers and work with suppliers to drive transformation from concept to steady state, ensuring ROI and performance targets are met.

You will use data and customer insight to shape decisions, collaborate with operations, commercial