DESCRIPTION

Join West Midlands Trains as our Retail Strategy Manager and shape the future of how our customers access and experience rail travel. In this pivotal role, you will lead the development of our retail proposition across both physical and digital channels, balancing customer needs with commercial and operational priorities. From ticket offices and on-board sales to apps, websites and smart infrastructure such as ticket gates and platform validators, you will drive innovation and efficiency in every aspect of our retail strategy.

SKILLS, KNOWLEDGE AND EXPERTISE

• Proven experience in rail retail, with insight into industry trends and future-focused strategy.
• Strong understanding of UK rail regulations, including NRCoT and TSA.
• Excellent communicator, able to present complex ideas clearly to senior stakeholders.
• Skilled in influencing and motivating others through data-driven proposals.
• Technically proficient in retail systems and their functionality.
• Highly organised, with a logical approach to process development and delivery.

• Develop and lead WMT’s retail strategy in collaboration with key internal stakeholders.
• Manage supplier relationships and associated budgets to ensure high operational performance.
• Set and maintain retail standards across ticket offices, on-board services and digital channels, ensuring compliance with industry regulations.
• Analyse retail channel costs to inform strategic decisions and reduce overall expenditure.
• Prepare business cases for retail improvements and capital investments.
• Represent WMT in national rail retail forums to influence wider industry strategy.
• Champion a commercial mindset across the business, aligning retail strategy with customer and taxpayer value.
• Lead a team to support and enhance retail systems, ensuring readiness for future needs.