Head of Carrier Value

Trainline’s Industry Relations team is at the centre of our relationship management and development activities with a broad cross section of industry stakeholders (including Train Operating Companies (TOCs), Great British Railways (GBR), Rail Delivery Group (RDG), and the Department for Transport (DfT)).   

We pride ourselves on delivering strong commercial partnerships for Train Operators and are proud of the valuable role we play in their distribution mix.   

Trainline now wishes to build out its existing engagement with TOCs to identify, develop and deliver new ways in which we can help the industry reach its commercial and customer goals.   

We increasingly want to approach this in a structured and programmatic way to improve the efficiency of the process that delivers them.  This will result in an intentional forward-looking campaign pipeline, with a regular cadence of interventions that sets out how, where and why such interventions are proposed, and the industry benefits that are anticipated. 

We expect the interventions will generally take the form of retail initiatives that deliver mutual commercial benefit to TOCs and Trainline.  This might include upselling or cross-selling initiatives; it could include promotional activity; generation of new customer insight, the incentivisation of revenue targets in specific market segments or the development of new ways to protect industry revenue from fraudulent behaviour. 

Role Purpose 

Reporting to the UK Head of Industry Relations the purpose of the role is to lead the development and delivery of the Carrier Value Proposition (CVP).   

Lead the design and creation of CVP retail initiatives. Key subject areas include:  

• Customer Experience, Acquisition, and Retention  
• Upsell of Premium and Ancillary Products 
• Fraud Prevention  
• Driving Operational Efficiency  

Nurture & utilise key internal & external relationships to ensure successful CVP delivery and impact 

• Internal: Industry relations, product, data, and commercial teams Lead the external presentation of CVP to key personnel in TOCs, including delivery teams and decision makers 

Key Responsibilities: 

• Build a clear understanding of TOC-specific commercial goals  
• Develop an informed evaluation of likely (relevant, accessible, valuable) spaces for Trainline to propose and develop interventions 
• Build a prioritised pipeline sequence of interventions at TOC and CVP programme level 
• Oversee their delivery 
• Identify opportunities for given interventions to be applied across other TOCs 
• Analysis of benefits realisation 
• Development of supporting comms strategies to play the benefits to industry stakeholders 

• Has a deep understanding of the Rail Industry’s operational and commercial frameworks 
• Is commercially astute and able to balance the differences and commonalities between TOC and Retailer value imperatives 
• Has excellent communication and relationship building skills at all levels of seniority  
• Has excellent internal stakeholder management, with ability to influence teams in a capacity-constrained environment  
• Has proven people, resource prioritisation management within complex multi-disciplinary teams  
• Has demonstrable relationship and network building, development and maintenance skills, especially in complex stakeholder matrices 
• Is a structured self-starter who can effectively influence and has an intuitive ability to ‘make things happen’ 

Enjoy fantastic perks like private healthcare & dental insurance, a generous work from abroad policy, 2-for-1 share purchase plans, extra festive time off, and excellent family-friendly benefits. 

We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one! 

Our values represent the things that matter most to us and what we live and breathe everyday, in everything we do: 

💭 Think Big - We're building the future of rail 

✔️ Own It - We focus on every customer, partner and journey 

🤝 Travel Together - We're one team 

♻️ Do Good - We make a positive impact 

Interested in finding out more about what it's like to work at Trainline? Why not check us out on LinkedIn, Instagram and Glassdoor! 

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