Accountable for delivering a best-in-class digital retailing solution, including but not limited to our WebTIS and Apps, that match the new needs and behaviours of customers.
Maximise the revenue efficiency of the digital sales channels.
Key Accountabilities:
* Strategic Leadership:
Develop and implement a strategic vision for digital retail channels, ensuring alignment with the company's commercial and customer service goals.
* Channel Performance Management:
Maximise year-on-year growth as customers migrate from traditional station retail channels to digital ticketing via our own WebTIS and Apps.
* Customer Experience Optimization:
Develop new customer-friendly and innovative functionalities/features notably by leveraging technologies (including AI). Develop and manage the product roadmap of the digital retail channels.
* Channel Operational Management:
Accountable for ensuring suppliers meet their contractual obligations, KPIs, SLAs and platform uptime to exceed customer expectations.
* Stakeholder Collaboration:
Ensure effective working with all suppliers to deliver the customer solutions, via formal service reviews each period and formal agreed actions documented and tracked until closed.
Accountable for delivering DfT and RDG programmes of work, for example, Smarter Information, Smarter Journeys (SISJ).
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