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About the Role

Business Relationship Manager responsible for developing strong relationships with Train Operating Companies (TOCs), Rail Suppliers, and Rail Organisations. This role identifies innovative opportunities, drives efficiencies, and fosters collaboration to benefit the rail industry and enhance the customer experience.

Responsibilities

Develop trust relationships with Train Operating Companies (TOCs) and proactively address concerns through consistent engagement.
Develop trust relationships with Rail Suppliers to ensure their needs are understood, prioritized, and met through consistent engagement.
Develop trust relationships with other Rail Organisations to ensure their needs are understood, prioritized, and met through consistent engagement.
Acquire a thorough understanding of key customer needs and requirements.
Expand relationships with existing TOCs by identifying new innovative opportunities and solutions, driving Rail Supplier efficiencies, and aligning with other Rail Organisations to meet TOC objectives.
Collaborate with TOCs on early solution design and high-level feasibility planning.
Collaborate with other Rail Organisations to identify points of alignment benefiting TOCs and the wider rail industry.
Collaborate with Rail Suppliers to benefit TOCs and the wider rail industry.
Coordinate with DTS and wider RDG strategic planning and design authority to ensure proposals align with DTS and RDG activities.
Oversee budgets and commercial relationships with key delivery partners.
Support the management of service contracts with key delivery partners.
Support the strategic relationship with TOCs, acting as a key point of contact to understand their goals and challenges to drive success through technology or services.
Support the strategic relationship with Rail Suppliers, acting as a key point of contact.
Support the strategic relationship with Rail Organisations, acting as a key point of contact.
Operate across operations, problem-solving and acting as a trusted point of contact for TOCs, resolving internal DTS issues blocking incident resolution or change request delivery.
Support strategic engagement between RDG, DTS, TOCs, Rail Suppliers, and other Rail Organisations, including early-stage solution design, feasibility, and industry-wide knowledge for digital ticketing solutions.
Demonstrate a proven ability to juggle multiple tasks and workstreams while maintaining attention to detail.

Requirements

Able to build strong and lasting partnerships.
Confident stakeholder manager with demonstrable experience of operating within a complex stakeholder landscape.
Excellent communication, both written and oral.
Strong negotiation, influencing, persuasion, and conflict management skills.
Strong problem-solving and decision-making skills.
Demonstrable strategic and leadership skills.
Holistic risk assessment abilities.
Resilience and the ability to work under pressure and to deadlines.
Able to effectively manage competing demands from stakeholders whilst maintaining on-time delivery.
Good planning and organizational skills.
Team player who will seek continuous improvement to the services provided to stakeholders.
Comfortable working within a changing environment, able to adapt and be flexible.
Knowledge and understanding of Digital ticketing and rail systems.
PC literate with good working knowledge of MS Office suite of applications and MS Project and Visio.
Managing complex and time-critical technical projects with multiple stakeholders.
Successful track record of working with cross-functional/matrix-managed teams.
Experience of managing budgets.
Knowledge and understanding of database technology.
Knowledge and experience of website architecture, CMS and Ecommerce.
Analytical with the ability to resolve complex IT problems.
Strong stakeholder management.
Transportation Digital Ticketing (preferably trains) and associated technical understanding is very desirable.
Experience delivering client-focused solutions to customer needs.
This role is not expected to have direct budget responsibility but will be expected to be heavily involved in TOC investment negotiations and commercial negotiations with key suppliers.

Skills

Stakeholder management
Communication (written and oral)
Negotiation
Influencing
Persuasion
Conflict management
Problem-solving
Decision-making
Strategic thinking
Leadership
Risk assessment
Resilience
Working under pressure
Meeting deadlines
Managing competing demands
On-time delivery
Planning
Organization
Teamwork
Continuous improvement
Adaptability
Flexibility
Digital ticketing knowledge
Rail systems knowledge
MS Office suite
MS Project
MS Visio
Project management
Cross-functional team collaboration
Budget management
Database technology knowledge
Website architecture knowledge
CMS knowledge
Ecommerce knowledge
Analytical skills
IT problem resolution
Transportation Digital Ticketing
Technical understanding
Client-focused solution delivery

Work Type

Flexible working arrangements

Experience Level

Experience delivering client-focused solutions to customer needs
Experience of managing budgets
Managing complex and time-critical technical projects with multiple stakeholders
Successful track record of working with cross-functional/matrix-managed teams

Salary/Compensations

£42,796 - £57,042 per annum

Benefits

75% discount on rail travel (for work and leisure), plus international rail discounts
30 Days annual leave (plus buy/sell options and additional leave for key life events)
Two Personal Development Days granted annually
Interest-free Season Ticket Loan for commuting costs
Enhanced family leave – 30 weeks full pay for maternity, adoption, surrogacy, and shared parental leave
Pension scheme – up to 8.64% employer contribution
Subsidised Private Medical Insurance (Vitality PPP) and Health Cash Plan (Healthshield)
Access to flexible benefits portal - a central hub for accessing retail discounts, shopping, dining, travel, and entertainment perks
Flexible working arrangements

About the Company

Rail Delivery Group (RDG) partners with Britain’s train operators to put customers at the heart of everything we do, delivering essential services and dedicated experts who keep the nation’s railway running efficiently.
From journey information, reservations and Railcards to improving performance, safety and accessibility, we drive the services and people that keep the railway moving.
Anyone who has travelled by train or booked a journey for friends or family, will have used our services.
We are integral to the running of the railway and play a crucial part at every stage of the customer journey – making sure we are delivering a better railway for all our customers, now and in the future.
As we embark on a new era for rail, we are now looking for a Business Relationship Manager to join us.
If you are motivated by meaningful work and want to play a role in the future of Britain's railway, we'd love to hear from you!
This is an opportunity to be part of an organisation that puts customers at the heart of everything we do, bringing the industry together to keep Britain connected.
You'll work alongside passionate colleagues, contribute to projects with national impact and help shape the future of rail travel for generations to come.
At Rail Delivery Group, we are committed to creating a workplace where everyone feels welcomed, respected and able to be themselves.
We are continually working to build an inclusive culture where everyone can thrive.
Some of the ways we support our people include: Employee networks, Flexible and hybrid working, Inclusive hiring practices, Wellbeing initiatives, Learning and development opportunities.
We welcome applications from people of all backgrounds and experiences.

Equal Opportunity

If you require any reasonable adjustments during the recruitment process, we will work with you to provide the support you need.