Customer & Commercial Director

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Emilia Kilburn

Research & Delivery Consultant
[email protected]

Customer & Commercial Director

Sector: Rail

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Description

Our client, a leading UK Train Operating Company (TOC) has retained our services to recruit a Customer & Commercial Director. This role will be critical in leading the Customer & Commercial function, playing a pivotal part in shaping and driving the company’s strategic objectives as a key member of the executive team.

This successful candidate will be responsible for developing strategies to improve the customer experience and achieve revenue targets, including fare-box and ancillary income. They will also lead the implementation of key contractual mechanisms, such as the Service Quality Regime and Revenue Outturn Mechanic, while promoting a customer-focused approach aligned with the company's strategic goals.

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Key Responsibilities

  • Key role as a Director of XC Trains and a member of the Executive team - leading business success and acting as a leader and role model in line with business values & behaviours.
  • Leading the customer and commercial function to create a seamless experience for customers, delivering activity that enables customer satisfaction and revenue growth.
  • Work effectively with peers to influence activity that supports improvements in the customer experience.
  • Continually develop improvements and embed successful change projects.
  • Collaborate across the industry, establishing effective relationships with stakeholders to support delivery of the wider industry strategy.
  • Support the business planning process to ensure strategy execution is based on robust data analysis and business insight, which drives operational performance, cost-control, revenue growth and profitability.
  • Be an ambassador for diversity and inclusion, promote and implement the company's Diversity Policy always.
  • Uphold, safeguard, and promote the reputation and values of the organisation throughout all internal and external business relationships and activities.

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Key Skills & Experience

  • Extensive experience of leading the design and delivery of effective customer strategies.
  • Strong strategic thinking and customer focus, with a clear understanding of the operating environment.
  • Proven experience at a senior, strategic level, ideally in a multi-site, operationally focused business.
  • High level commercial astuteness and business judgement, ideally in complex contractual and political environments.
  • Strong analytical skills – ability to apply insight and analysis to complex problems, and make sound business judgements
  • Experienced and comfortable working at Executive/senior levels contributing to and influencing wider business direction and decisions.
  • Experienced leader of people – builds, manages, coaches, and develops professional teams which deliver.
  • Proven ability to work collaboratively with business operations teams, ensuring business and commercial activity is congruent.
  • High impact communication, influencing and presentation skills. Experienced negotiator able to deliver results in challenging commercial, statutory and political environments. Media/press experience desirable.
  • Proven experience and success in stakeholder/relationship management – credibility and ability to work at all levels internally and externally.
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