Customer Experience Contract Manager

Why LNER?
We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.
Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.
Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.

What you'll be doing We are seeking a dynamic Contract Manager to be the first point of contact and Contract Manager for selected Contracts that are owned by the CX Directorate. This will include the full tender scoping, documentation & delivery required as the current Contracts expire as well as ongoing management and adherence. You will ensure that all Contracts meet both legislative and best practice safety standards. The role will be based at our training facility in Doncaster and will include the management of the day-to-day operations of the facility, ensuring that all procedures and processes are documented and the operation is scalable and transferable. Key Responsibilities:

1. Deliver commercial benefit to LNER with strong, well managed contracts.
2. Deliver Safety & environmental benefits to LNER with well thought out plans and KPI's in contract (E.G. Fatigue indexes, Licensing, ISO accreditation, Social Value targets).
3. Manage the day-to-day operations of our Training facility, ensuring that all procedures and processes are documented and the operation is scalable and transferable.
4. Embracing new ways of working as the industry reshapes itself and unifies under GBR.
5. Work closely and in collaboration with key stakeholders and colleagues to define and deliver customer enhancement projects on time and within budget.
6. Act as the business area lead for the procurement, retendering and renegotiation of all contracts to ensure the achievement of best value commercial, customer experience and safety related solutions are delivered.
7. Ensure effective processes are in place to engage front line teams in the definition and delivery of all contracts and services.
8. Identify business needs and create solutions in collaboration with other LNER directorate (e.g. Digital), GBR and DfTO colleagues.
9. Embracing and encouraging the nature of a busy 7 day a week operation with emphasis of your working patterns during the peak times of the role, leading by example.
10. Maintain a secondary competence role for the purpose of contingency planning.
11. Ensure relevant training and competencies are gained and maintained to resource our continued service during times of disruption.

The post holder will be part of the business resilience "on call" structure and will assume position of Silver on call.

The role will be predominantly based in Doncaster however there will be a requirement initially to work from the main headquarters in York.

What you'll need

1. Contract Management and Negotiation Skills: Strong ability to define requirements, create specification documents, lead tenders with the Procurement team, score and award contracts, ensure ongoing delivery of supplier KPIs, contract adherence, and continuous improvement. Awareness of relevant industry legislation (e.g., PSVAR) is essential.
2. Curiosity and Innovation: A continuous improvement mindset, willingness to challenge the norm, and openness to alternative ways of working. Ability to react effectively and quickly to market trends and customer needs.
3. Business Planning: Ability to produce accurate and well-thought-out business plans and initiatives that drive commercial performance and deliver opportunities.
4. Engagement and Collaboration: Strong skills in engaging and collaborating with stakeholders at all levels, including DfT, DfTO, GBR, business owners, CEOs, MDs, local representatives, and internal stakeholders.
5. Leadership: Demonstrable and definable leadership skills, leading by example and from the front.
6. Flexibility and Resilience: Ability to work in a high-volume, fast-paced environment with changing priorities.
7. Tender Processes: Significant experience in tender processes and procedures under the Utilities Contract Regulations (UCR). Rail experience is an advantage.
8. Third-Party Management: Very strong third-party management skills.
9. Industry Awards: Good understanding of industry awards programs and submission processes is an advantage.
10. Unionized Environment: Experience working in a heavily unionized environment.
11. Relationship Management: Ability to manage complex relationships and make them harmonious.
12. Technical Skills: Excellent Microsoft Office skills.
13. Communication: Strong communication and report writing skills.
14. Deadline Management: Effective deadline management and delivery.
15. Numeracy and Analytical Skills: Strong financial acumen.

What you'll get

1. Free travel on LNER + 75% off other companies' tickets (for you & dependents)
2. Discounted international train tickets (after one year's service)
3. 50% discount on LNER tickets for friends & family
4. Generous pension scheme
5. Annual cycle to work schemes
6. Discount, savings and cashback scheme from top retailers
7. Health & wellbeing schemes and discounts
8. Host of training opportunities to help further your career
9. Rewards & awards to recognise when you shine

What we believe To be the most loved, progressive and responsible train operating company, we must make a meaningful difference - always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.
We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey - and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave! Diversity and inclusion We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER. Developing our people We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey. Health & wellbeing To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us. What next? As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER - without delay!
Start your journey here