Head of Digital and Ticketing

Overview

This is a 8-month maternity cover with the possibility to extend to 12 months.We are looking for a dedicated and versatile individual to join our team as Head of Digital and Ticketing.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.Responsibilities

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 experienceAccountable 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 customersDrive a digital culture at c2c, advocating digital transformation and user-centric approach to deliverBe 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 operationsDeliver targeted KPI growth across the key metrics of traffic volume, transactions, conversion (all site and check-out) and average value, along with other primary measures including customer satisfactionUtilise 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 and Delivery, amongst others, to create a truly joined-up, optimised, digital space.Experience, Knowledge and Qualifications

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 managementDetailed understanding and capability for using web analytics (e.g. Google Analytics, Omniture, Site Catalyst, Discover)Practical understanding of web development processes and technologiesSuccessful hands-on operational experience as well as strategic vision, with the ability to demonstrate delivering and influencing product roadmapsStrong leader, with technical understanding and commercial acumenStrong negotiator and influencer with internal and external suppliersResults focused, applying commercially underpinned logical decision making to all tasksAbility to work across organisational boundariesCapable and experienced at dealing with Senior/Exec level individualsDegree educatedSeniority and Employment Details

Seniority level: DirectorEmployment type: Full-timeIndustry: Rail ..... full job details .....