Retail Programme Manager in City of London, London, United Kingdom

Leading retail programmes within the retail programme portfolio to deliver the retail strategy and exceed customer and staff expectations.

Key Success Criteria (Expected Outcomes)

  • Create project initiation documentation and business case
  • Convene regular meetings in accordance with company and project governance structure
  • Maintain regular reports providing insight into progress and highlighting risk
  • Keep track of and report against budget
  • Deliver programmes, projects to time, scope and budget

Key Results Area (How those expected outcomes will be achieved)

  • Deliver the retail strategy via programme and business change seamlessly with key stakeholders to transform retailing and improve the customer (user) experience.
  • Work across GTR, Group, Suppliers and third parties to ensure stakeholders are informed and involved
  • Ensure a thorough understanding of GTR's retail strategy, retail products must make a clear and tangible contribution to customer experience and business strategy
  • Raise risks quickly and be proactive in working with others to find solutions
  • Challenge the norm and always consider the customer impact

Dimensions

  • Working closely with the Commercial team, Pricing Team, Retail Operations Manager, Head of Marketing and Head of Customer experience to deliver business objectives and improve the customer ticketing experience
  • Working with GTR, Go Ahead Group, RDG and DfT to define and deliver projects
  • Influence key stakeholders including Executive level

Knowledge

  • Possess a professional qualification
  • Understanding of Franchise Agreement, Fares Regulation and industry pricing arrangements.
  • Knowledge of the Ticketing and Settlement Agreement
  • Knowledge of the National Conditions of Travel
  • Familiar with the distribution chain - in particular digital ticketing solutions
  • Professional Programme Management Qualification


Skills

  • Strong interpersonal and communications skills are essential
  • Ability to build strong relationships
  • Excellent programme and project management, organisational skills and attention to detail
  • Able to work to multiple deadlines, multi - task and prioritise
  • Self-motivated, flexible approach and mentor team members
  • Flexible and willing to travel across the GTR network to install, test and sign off new infrastructure.

Experience

  • A solid background in retail system management
  • Significant experience of working at a senior level with industry stakeholders
  • Programme and Project management experience

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