Franchise vacancies

Below you’ll find vacancies for roles we’ve created for South Western Railway. If you are interested in any of these roles, or have any questions, please email FirstMTRRecruitment@firstgroup.com

Digital Manager

Closing date: 02/08/2017 at 5pm

Who we are

On the 27th March 2017, FirstGroup and MTR welcomed the Department for Transport’s decision to award the new South Western Railway franchise to our joint venture. The new franchise is due to operate from 20 August 2017 until at least August 2024 and over the course of the franchise, £1.2bn will be invested to improve every aspect of train journeys on the South Western network. Over the next few years we will make huge investments that will affect all areas of operations, from new trains to stations upgrades and local community support.
We aim to transform the way people think about rail travel by setting a new standard – a better experience for our customers. If you share our passion for the railway then we would love to hear from you.

What you’ll be doing

Your main responsibilities will be:
Supporting the launch of the new South Western Railway website for day 1 and the ongoing management and maintenance of that platform
• Determine digital strategy, digital solutions and digital experience and champion delivery of the agreed strategy throughout the organisation. This encompasses online websites and microsites, customer mobile apps and ticket booking platforms.
• Drive online as the channel of choice with responsibility for online content and sales activity within the organisation
• Champion the role of digital in all sales, retention and communication activity and provide digital knowledge input into customer and proposition development
• To improve the consistency of the digital customer experience across all online retailing channels, working with agencies, managing the ongoing performance and optimisation of all digital retail channels, including AB split tests
• Identify opportunities to harness technology to deliver increased traffic to the websites with an aim to convert i.e booking of tickets, newsletter sign ups etc
• Maximise online conversion through effective customer journeys
• Ensure appropriate setting and tracking of commercial targets for all eCommerce activity

Who we’re looking for

You’ll need to be:
• Customer focused – this role needs someone who must understand customer experience
• Have personal drive and delivery, being proactive and innovative to challenge the status quo
• Commercially astute with strong judgment and decision making abilities
• Able to manage change, positively influencing colleagues and coaching where required
• Able to foster strong teamwork, pulling together to deliver agreed objectives
• Responsible and able to run the business effectively and with an understanding of risk

As a minimum you’ll need to have:
• At least 3 years’ experience successfully managing revenue generating online retail strategy, either within a client organisation or a specialist agency.
• Thorough grounding in E Commerce and understanding of multi-channel online retail marketing activities.
• Experience in managing agencies to deliver website design and management, online advertising, search engine optimisation, pay per click activity and affiliate marketing.
• Proven track record in analytics and delivering results
• Demonstrable experience in understanding the customer experience to drive improvements in the online retail environment
• Educated to first degree level or equivalent and likely to have advanced diploma and / or technical qualification

Desirable experience:
• An understanding of rail and rail ticketing

To apply for this role, please forward your CV and covering letter to
FirstMTRRecruitment@firstgroup.com

CRM and Loyalty Manager

Closing date: 02/08/2017 at 5pm

Who we are:

On the 27th March 2017, FirstGroup and MTR welcomed the Department for Transport’s decision to award the new South Western Railway franchise to our joint venture. The new franchise is due to operate from 20 August 2017 until at least August 2024 and over the course of the franchise, £1.2bn will be invested to improve every aspect of train journeys on the South Western network. Over the next few years we will make huge investments that will affect all areas of operations, from new trains to stations upgrades and local community support.
We aim to transform the way people think about rail travel by setting a new standard – a better experience for our customers. If you share our passion for the railway then we would love to hear from you.

What you’ll be doing

Your main responsibilities will be:
• Planning and delivering of CRM & Loyalty strategies, ensuring that the plan supports the wider business strategies and is effectively targeted to encourage customer acquisition, retention and loyalty.
• Monitor and maximise customer lifecycle strategies, ensuring maximum profitability through customer lifetime value.
• Customer journey mapping, analysing touch points to maximise commercial and customer retention opportunities.
• Ensuring the database is segmented effectively for targeted marketing activities.
• Managing direct communications with customers through digital channels, ensuring that a personalised and seamless experience is delivered through the most appropriate and cost efficient channel, such as email, SMS, mobile push notifications.
• Working closely with all colleagues within the marketing and customer experience teams to ensure the CRM programme works effectively and sharing best practice with First Group colleagues.
• Work with the Content Manager to deliver the content marketing strategy through the CRM programme to drive engagement with the brand.
• Manage the appointed suppliers to ensure the CRM platform structure and architecture works seamlessly across the organisation and captures all required information at key points in the customer life cycle.
• Lead the integration of the customer database, revenue management system and train running databases, working with the wider business to deliver a CRM programme that supports the vision of a single customer view.
• Develop testing strategies for all aspects of the CRM programme to ensure the most effective and targeted approach for the customer and the content.
• Ensure all data is handled in compliance with the latest Data Protection and Data Processing regulations.
• Work with the Customer Insights Manager to enhance the CRM programme and ensure this supports the delivery of the retail, revenue and customer satisfaction strategies and targets.
• Work with the loyalty partner to implement our strategy, ensuring it delivers brand affinity and is focussed on acquisition and retention strategies.
Manage the CRM and loyalty programmes to ensure accurate forecasting, budgeting, reporting and analysis.
Who we’re looking for
Education
• High level of literacy and numeracy and educated to relevant degree level or professional marketing qualifications (Chartered Institute of Marketing, etc.)

Job Specific Knowledge & Skills
• Previous marketing management role within a recognised company including experience of email marketing, websites, database/CRM management and strong background in digital marketing and website development.
• Strong CRM and Data experience is essential for this role
• Experience of delivering tactical plans to meet strategic objectives.
• Proven ability to make rational, realistic and sound decisions based on good analysis of the full facts and consideration of the different options and outcomes.
• Enthusiastic team player, with the ability to drive new business challenges forward

To apply for this role, please forward your CV and covering letter to
FirstMTRRecruitment@firstgroup.com

Head of Industry Partnerships

Closing date: 02/08/2017 at 5pm

First/MTR have recently been awarded the South West (SW) Trains Franchise by the DfT. We are very excited to be given this opportunity with the new franchise starting on the 20th August. We have lots to do before that date and a busy programme of work to continue after the start of the franchise. The Alliance with Network Rail has been an important part of the previous franchise, and it will continue to be an important part of our new franchise. We intend to build on the existing arrangements, tailoring them further and delivering greater whole-industry benefits. This is an exciting opportunity to be at the centre of this relationship and to really be able to make a difference.

What you’ll be doing

Your main responsibilities will be:
• Accountable to the Business and Commercial Development Director with a dotted line accountability to the Managing Director, the HoIP will act as the primary point of contact for all interaction and issues relating to the Alliance with Network Rail, and Partnership Agreement with TfL, facilitating and devolving activities throughout the business, as required.
• Lead the Alliance relationship for FMSWR on behalf of the Managing Director and FMSWR members of the Alliance Executive Board. Act as the secretariat for Alliance meetings, provision of information, preparation of papers, and jointly with NR for the provision and circulation of minutes and actions. Monitor the function and effectiveness of the Alliance. Jointly with NR prepare and circulate annual Governance report
• Support the development, with HR colleagues and in liaison with Network Rail, of a behavioural change programme to identify the change in behaviours and attitudes necessary for the Alliance to thrive. This programme will be based for both FMSWR and Network Rail on understanding the other party’s needs, and continually highlighting the industry benefits of working increasingly collaboratively.
• Acting as the Managing Director’s agent, with senior colleagues in FMSWR and Network Rail, jointly support the implementation of the Behavioural Change programme developed.
• Liaise closely with colleagues and Network Rail to understand its performance against punctuality, expenditure, regulatory, and delivery targets and how these may influence current or future Alliance Tasks. Working in conjunction with senior colleagues in FMSWR provide advice and expertise in the structure and development of Alliance Tasks.
• Keep aware of all Alliance Tasks, their objectives, milestones and targets, and proactively engage with the Alliance Tasks’ Project Managers to ensure that an accurate and timely flow of information is maintained to the MD and the FMSWR senior team.
• Facilitate and monitor Alliance Tasks’ commercial agreements and their achievement of milestones and targets.
• Manage day-to-day the Partnership Agreement with TfL relationship for FMSWR on behalf of the Managing Director and FMSWR members of the Transport for London Quarterly Partnership Board. Act as the secretariat for Transport for London Quarterly Partnership Board meetings, provision of information, preparation of papers, and jointly with TfL for the provision and circulation of minutes and actions.
• Keep aware of all Transport For London Working Group projects, their objectives, milestones, costs, benefits and targets, and proactively engage with their respective Project Managers to ensure that an accurate and timely flow of information is maintained to the MD and the FMSWR senior team.
• Facilitate, monitor and own all commercial agreements in relation to Transport for London Working Group projects and their achievement of milestones and targets.
• Participate in initiatives to meet FMSWR business objectives.
• Support other activities within the Commercial and Business Development team as required by the Commercial and Business Development Director.
• Work closely with Head of Stakeholders and Communication and Regional Development Managers to ensure a coherent strategy and linkages between stakeholder’s aspirations and developments are supported as far as possible by the partnerships available
• Support the Head of Procurement to in the planning, achievement and maintenance of BS11000 and extending supply chain collaborative relationships through BS11000
• Develop, build, and coordinate cooperative relationships with other key rail industry partners e.g. GWR, GTR, LOROL, Crossrail, and FOCs.
• Develop and maintain the Devolution Toolkit.
• Sponsor the Feasibility Study to determine how the Franchisee can further enhance cooperation with NR (FA Schedule 6.2 para 15.2).
• Support the Regional Development Managers in developing stakeholder relationships which may evolve into partnership relationships e.g. Highways England.

Who we’re looking for

Education
Business, management, or finance-based Masters level (e.g. MBA) and / or significant experience in senior relationship management (not sales) based role.

Job Specific Knowledge & Skills
• Excellent interpersonal skills
• Tact, diplomacy, resilience, tenacity, and an ability to manage both upwards and downwards
• Ability to represent FMSWR at senior level to external organisations and stakeholders, excellent ambassador
• Ability to facilitate and successfully influence internally and externally to achieve tasks and objectives
• Ability to successfully lead and manage tasks without direct line responsibility
• Good understanding of railway infrastructure, operations, and Network Rail structure, policies and processes
• Good understanding of commercial and regulatory structures and issues and ORR function and processes
• High standard of written and spoken English; articulate and erudite
• Highly numerate and commercially astute
• IT literate and self-supporting

To apply for this role, please forward your CV and covering letter to FirstMTRRecruitment@firstgroup.com