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This is a 8 month maternity cover with the possibility to extend to 12 months.
About Us:
Here at c2c we take pride in being an award-winning train operator running services between Fenchurch Street and Shoeburyness, serving 26 stations in East London and South Essex. Our customers never stand still and neither do we. We anticipate, innovate and flex around our customer’s needs and it takes a great team to do this.
We are looking for a dedicated and versatile individual to join our team as Head of Digital and Ticketing.
Purpose of the Role:
- Define and execute a digital and ticketing strategy for c2c that harnesses modern technology to achieve significant growth in use of digital and smart ticketing, and improve customer experience
- Accountable for the delivery and maintenance of a stable and robust and functioning retail system to ensure the system is fit-for-purpose and meets the expectations of the industry, c2c staff and customers
- Drive a digital culture at c2c, advocating digital transformation and user-centric approach to deliver
- Be accountable for the ongoing health, service and prioritisation of the entire retail system, leading the digital team in delivering change, improvements and incident management – and drive continuous improvements to retail operations
- Deliver targeted KPI growth across the key metrics of traffic volume, transactions, conversion (all site & check-out) and average value, along with other primary measures including customer satisfaction
- Utilise data/analytics and insight, to drive product decision-making, influencing the business to ‘buy in’ to the roadmap. Use data to identify key trends in varying customer segments, and adapt the online offering to respond to these trends.
- Evolve and further embed a digital scorecard based approach, working in conjunction with the internal functional teams of Customer Experience, Commercial & Delivery, amongst others, to create a truly joined-up, optimised, digital space.
Experience, Knowledge and Qualifications Required:
- Experienced and capable of developing online strategic plans, rooted in the analysis of customer persona segments, platform/device performance, and consideration of the wider competitive landscape. Ability to demonstrate influence and delivery of previous plans.
- Experienced in direct management of all e-commerce disciplines (e-marketing, web development and website management, UX), including full accountability for budget management
- Detailed understanding and capability for using web analytics (e.g. Google Analytics, Omniture, Site Catalyst, Discover)
- Practical understanding of web development processes and technologies
- Successful hands-on operational experience as well as strategic vision, with the ability to demonstrate delivering and influencing product roadmaps
- Strong leader, with technical understanding and commercial acumen
- Strong negotiator and influencer with internal and external suppliers
- Results focused, applying commercially underpinned logical decision making to all tasks
- Ability to work across organisational boundaries
- Capable and experienced at dealing with Senior/Exec level individuals
- Degree educated
