Job Title: First Class Proposition Development Manager
Team: Commercial
Based: London Euston
Insert Org Chart Details
Insert Org Chart Details
Reporting To: Customer Proposition Director
Insert Org Chart Details
Salary: £ XXK per annum
Insert Org Charg Details
Insert Org Charg Details
Your job responsibilities at Virgin Trains are outlined below.
Naturally, we want you to meet and exceed the responsibilities shown where possible, in an
appropriate and safe manner… and have a great time doing it too!
What is the purpose of the job?
Directly reporting to the Customer Proposition Director, in this position will be responsible
for the design, development, and implementation of short and long term customer
proposition plans across the entire First Class end to end customer journey. The objective
of this role is to meet and exceed customer expectations, and anticipate future trends in
the market. You will champion the voice, needs and aspirations of the customer and
constructively hold the business to account for the delivery of a transformational customer
offer.
The First Class Proposition Development Manager will work closely with all teams across
the business to ensure plans and initiatives deliver the very best outcome for the
customer. You will co-ordinate the development and maintenance of engagement
strategies with and through the Regional teams.
This role will be key in supporting, implementing and updating a strategy for retailing
competencies of on board people, along with appropriate structure and incentives to
increase profitability and complement personal development strategies.
You will work closely with the Buyer of food and equipment to maintain the best possible
value in purchasing whilst maintaining customer service.
The ideal candidate will have a strong product and/or proposition background gained in a leisure,
travel, or even retail sector. You will have proven experience of customer proposition development
and you will really champion the customer.
Date Edited: 10th April 2017Edited By Who: Kath Wildman Job Title: FC Proposition Development
Manager
What are the essentials of the job?
 Lead the strategy for our First Class Proposition which incorporates commercial and
marketing strategies as well as shareholder / stakeholder objectives.
 Co-ordinate changes to First Class products and retail merchandising.
 Lead and continuously develop a partnership approach to the engagement of all
stakeholders in First class.
 Support the production and implementation of First Class standards to ensure
consistency of customer service and to support our commercial objectives.
 Support the business communication strategy which ensures onboard teams are
appropriately informed of changes to First Class products.
 Work with and support all other business functions within West Coast to define and
deliver the customer service objectives
 Lead the engagement and consultation of Catering Company Council
 Lead weekly reviews of First Class product consumption to minimise waste costs and
maximise yield and profitability.
How do I stay safe in the job?
Virgin Trains subscribes to the six key Railway Industry Safety Rules.
Commitment (Safety is the first consideration in everything we do, if it isn't safe, we don't do it)
Leadership (Safety begins at the top - we walk the talk and set a visible example)
Openness (Safety is openness - information is shared and investigation conclusions are open to
all parties)
Reporting (Safety is knowledge - we report every incident and take immediate remedial action)
Responsibility (Safety is everyone's responsibility - we learn from mistakes and will not tolerate
negligence)
Measurement (Safety needs a common measure - we shall use lost time, accidents and other
appropriate measures)
Date Edited: 10th April 2017Edited By Who: Kath Wildman Job Title: FC Proposition Development
Manager
Why is the Virgin name so important to my job?
This post holder will be expected to behave in a manner equal to the position. This post requires
flexibility of hours, location, energy application and vision as required by the project. This post
holder may be required to stay away from home on occasion.
This post holder will respect the very strict code of confidentiality operated within the team. Any
breach of confidentiality, pursuit of agenda's other than those associated with its project or
expression of opinions not related directly with this role will be dealt with seriously.
Virgin Trains behaviours are to be focused on our Customers, to listen actively, to work as a team,
to empower others and to show empathy. Our ultimate goal is to create an amazing experience for
customers every time they travel with us.
Virgin Trains Brand Values are that we will be:
Daringly Bold – Being courageous and brave – being out of your comfort zone.
Doing the right thing – Moral, fair and just. Acting with empathy, putting yourself in the
customers shoes.
Insatiable Curiosity – Asking questions, listening, acting on it.
Red Hot – Showing the best of your personality. Passion, enthusiasm and sparkle!!
With Heart – Really caring about what you do and showing it. Emotional welfare – being
genuine.
Delightfully Surprising – Doing the unexpected to create amazing.
Delegated Authority
Date Edited: 10th April 2017Edited By Who: Kath Wildman Job Title: FC Proposition Development
Manager
Key Contacts
New Development Chef
Catering Product Development Manager
Catering Partners
Frontline Teams (On Board)
Customer Experience Managers
Wider marketing team
Finance
Experience, Skills and Knowledge
Ability to engage internal and external customers and stakeholders and communicate
in an effective manner
Project leadership and self motivational skills and the ability to engage with team
colleagues and support collective objectives
People management and leadership skills
Basic accounting for on board catering and retail operations and financial data
interpretation and analysis
Knowledge of Logistics Partners’ service centre operations
Basic food hygiene
Experience in customer service environment and ability to focus on customers’ needs
Problem solver with the ability to provide creative solutions
Qualifications & Training
What do I need to do my job?
All documentation and equipment issued to you (including uniform and travel documents) remains
the property of Virgin Trains. It is your responsibility to ensure that all property is returned upon
termination (for whatever reason) of your employment with Virgin Trains.
Date Edited: 10th April 2017Edited By Who: Kath Wildman Job Title: FC Proposition Development
Manager
Sign on the dotted line…
Authorised by: ……………………………………………………
Date ……………………………….
Post Holder: ………………………………………………………
Date ……………………………….
Date Edited: 10th April 2017Edited By Who: Kath Wildman Job Title: FC Proposition Development
Manager