Digital Ticketing Manager

The Digital Ticketing Lead will be a key and high profile role within the Digital Team. Leading the ongoing delivery of Digital Ticketing products and services, in order to meet our Commercial goals, reflect industry initiatives, government directives and most importantly, deliver a digital experience our customers expect. In a fast-paced and challenging environment that focuses on results. The Digital Ticketing Lead will become the business lead for Smart/ Digital Ticketing products (Smartcard, Barcode e-ticket, soon Contactless PAYG) and our Web and App Journeys. Representing c2c at Industry bodies and working groups, managing the operational delivery within c2c, including future innovation and becoming the main driver for Digital channel shift. Delivering a functional, reliable and sustainable experience for staff and customers with a focus on C2C’s Net Zero Strategy.

Key Accountabilities:

• Work alongside the Head of Digital to create the product vision and roadmap as part of a wider digital strategy.
• Owner of and responsible for the successful implementation and BAU management of all Digital Ticketing products (Smartcard, Barcode e-ticket, Contactless PAYG).
• Represent the company at RDG, TFL, Cubic and other external operators and industry partners to ensure c2c Smart retailing is fully integrated with the National Rail and TfL ticketing architecture.
• Collaborate with TOCs and industry stakeholders to implement digital ticketing solutions.
• Manage (in conjunction with IT) industry Central Back Office, TVM and gateline suppliers used to fulfil Smart channels.
• Lead the transition from magstripe paper tickets to digital alternatives. Educate staff and passengers on the benefits of digital ticketing and address any challenges during the shift.
• Manage and leverage data analytics, research and testing to drive KPIs and targets, measuring operational reliability, customer functionality, enablement and revenue generation.
• Use data and insights to refine the ticketing processes and drive efficiency.
• Integrate Smart retailing requirements into future Digital Strategy that aligns with industry trends and customer expectations. Embracing digital innovations to create a seamless and intuitive ticketing experience for passengers.
• Lead the continuous improvement of the website, mobile and app, managing and prioritising the backlog with digital agencies and developers.
• Lead day-to-day communications and service reviews with digital agencies, to continually deliver digital excellence and business efficiency.
• Cross functional working with revenue protection and data teams to reduce ticketless travel.
• Lead on operational staff briefing and training with product changes and enhancements.
• Communicate, educate and inform the wider business of product strategy, performance and improvements being made.
• Work closely with internal Comms and Marketing team to develop awareness of Digital products.
• Be a visible presence and champion for Digital to staff across the business; promote the company interests at all times to encourage migration to Digital Ticketing.
• Project manage cross functional initiatives to support future development of Digital ticketing.
• Regular robust testing of Digital ticketing products.
• Remain informed on emerging ticketing technologies and solutions that simplify ticket purchases. Regularly assessing and reviewing the competitive landscape, keeping pace with the market and areas of Innovation.
• Line manage Smart Ticketing Exec and train on all aspects of the Smart/ Digital programmes.
• Reporting directly into the Head of Digital and acting as a deputy when required.
• On-call duties and flexible hours may be required to accommodate releases and digital incidents outside of peak times.
• Other duties as may be reasonably requested.

Experience, Knowledge & Qualifications Required:

• Proven experience in Digital Ticketing, Digital Product management or eCommerce.
• Experience and knowledge with delivery of mobile apps and websites.
• Experienced in managing suppliers and third parties to deliver quality, on time and in budget.
• An understanding of and experience in digital marketing (i.e. CRM, SEO, SEM and display).
• Knowledge of UX (User Experience) and analysing customer journeys.
• Extensive experience using web analytics with particular focus on Google Analytics.
• Practical understanding of web development processes and technologies.
• Able to influence and engage internal and external stakeholders and be a champion for Digital ticketing.
• Articulate individual, able to cultivate contacts and establish and maintain internal relationships.
• Capable and experienced at dealing with Senior/Exec level individuals.
• Experience in rail is highly desirable in order to understand the unique challenges and opportunities within the industry.
• Demonstrate excellent written, communication and organisational skills.
• Strong analytical skills and ability to interpret data.
• Ability to stay calm under pressure and skilled at multi-tasking and prioritising.
• Pragmatic, tenacious and motivated.
• Must be flexible, adaptive with a passion for innovation.