Job Description

Purpose of Role:

The Head of Retail Channels ensures development of all retail channels by enhancing customer experience, to drive revenue growth while keeping pace with technological advancements and regulatory requirements and managing Third-party retailers.

Key Accountabilities:

Strategic leadership and revenue development

Develop and execute strategies for retail channels in line with GTR commercial growth strategy, including physical ticket offices, ticket vending machines, gateline, digital platforms (web and app), and third-party retailers. This strategy is including but not limited to the growth of GTR own sales channels, the digitisation of sales channels, the development of smart ticketing and the reduction of paper tickets.

Customer experience

Enhance the customer journey across retail touchpoints, making ticket purchasing simple, accessible, and user-friendly. Use data and feedback to identify pain points and improve the retail experience.

Operational management

Oversee the performance of all retail channels, ensuring they operate efficiently and effectively. Collaborate with IT and external vendors to develop and maintain robust sales channels.

Stakeholder Partnership management

Build strategic partnerships with third party retailers to create added value for customers and maximise the revenue from each partner. Collaborate with industry stakeholders (e.g., RDG, GBR, DfT) to ensure development of best-in-class sales channels.

Financial management

Oversee financial efficiency of each sales channel and report regularly on targets. Optimise the cost of sales of each retail channel.

Regulatory and Compliance Oversight

Ensure retail operations adhere to industry regulations and standards.
Report on key performance indicators (KPIs), including sales performance per channel, customer satisfaction, and operational efficiency.

Context:

The Head of Retail channels reports into the Commercial Director.



The Head of Retail channels works closely with all "Heads of" in the commercial team, but also with the Customer Service Directorate.