Head of Digital Retail Delivery

London /
Legal – Government Relations /
Trainline is an innovative, tech business with a mission to bring together the world’s rail, coach and other travel services into one simple experience. We aim to make travel easier and more accessible, encouraging people to make more environmentally sustainable travel choices. We’re hugely proud to be the world’s leading independent rail and coach travel platform and rank among the highest-rated travel and ticketing apps globally. Today, we offer our customers travel to thousands of destinations in and across 45 countries in Europe and beyond. That’s more than £3.7 billion in ticket sales annually, and over 90 million visits to our apps and websites each month. In another major milestone, Trainline listed on the London Stock Exchange in June 2019 and is now part of the FTSE 250.
Our culture is central to our success. We’re driven to sustain our phenomenal growth from recent years, and this means we’re always working closely and collaboratively to turn our ideas into reality. It’s this sense of pace, innovating and improving pretty much everything we do, that makes Trainline so exciting and unique - we truly believe our work has a genuine impact and will change travel for the better.

Trainline’s Industry Relations team works across the whole business, supporting the delivery of key retail initiatives into the industry.   This includes new ticketing or fulfilment types, or new functions and features being introduced into the Trainline product.  Our role is to enable our commercial and product colleagues to bring their creations to market – navigating industry acceptance and adoption in pursuit of our business goals.  We work in collaboration with Government and Industry stakeholders to get the outcomes we require.

As the Head of Digital Retail Delivery, you’ll develop, validate and deliver an implementation plan that will complete the rollout of Barcode Ticketing on National Rail across the entire UK network, enabling Trainline’s digital ticket technology to be used on every UK train journey. By leveraging existing relationship and building new relationships across the Train Operating Companies that are still to complete their barcode rollout, you’ll using your influence to increase the speed of each phase of the project. In addition, you will be work closely our Product teams and the wider industry to implement our future of ticketing strategy, shaping not only the future of our business, but the future of rail travel in the UK.


Reporting to the VP of Industry Relations, you’ll be laser focused on completing the barcode infrastructure enablement across the network, with the rollout of Barcode singles, returns and sTickets implemented across the National Rail Network within the first 12 months.  To achieve this, you’ll need to work closely with key stakeholders at the Rail Delivery Group to ensure the Barcode implementation plan is tracked and being delivered on time, ensuring that Trainline is able to implement Barcode, ticketing immediately and new flows are enabled.

You’ll also need to work closely with several Train Operating Companies (TOCs), influencing key stakeholders to agree implementation plans to ensure the immediate implementation of singles and returns once flows are enabled.  You will also work with TOCs across the network to ensure the fastest possible implementation of sTicket across National Rail, by managing industry stakeholder relationships including DfT, GBR TT to ensure buy in, support and direction to TOCs.
We’re passionate about shaping the future of ticketing…and that’s where your experience will deliver game changing value. You’ll work with a cross-section of functional experts – from Industry Relations to our Innovation team - to develop Trainline Future Ticketing Strategy an array of pioneering initiatives leveraging our deep industry knowledge and broad reach within Technology. This is a truly career defining role for someone passionate about balancing customer needs with Government and industry strategy, as well as our own growth business objectives to drive change across the industry and looking for an opportunity to play a key part in disrupting and defining a product that is changing the way we travel by inspiring millions people to make more environmentally sustainable travel choices every day.

Knowledge & Experience

We’re looking for creative big thinkers with small egos to achieve our ambitious plans. Most importantly, you’ll be able to operate at board level with a proven track record of delivering retail implementation projects. You’ll be used to working within a fast-paced business, and it would be ideal if you come from a rail industry background.

                     Demonstrable track record of retail systems implementation at a senior level within 2-3 environments/organisations. 
                     Innate ‘completer-finisher’ who can intuitively understand how to make things happen blended with strong interpersonal skills and collaborative approach to delivery
                     Very strong industry network across the rail & transportation
                     Rail industry retail system implementation experience strongly valued, especially within Barcode retail in UK rail
                     Gravitas to operate at a senior level internally in advising the CEO, Chief Corporate Affairs Officer, GR Director Europe and others. Externally proven ability to engage senior regulatory, commercial and industry audiences
                     Ability to evidence successful delivery or projects on a large scale basis
                     Commercial acumen. Clear evidence of having operated under a commercial imperative in the mobility sector.
                     Skilled influencer at all levels, including internal and external stakeholders.
                     Highly driven and ambitious. Comfortable working within disruptive organisations seeking rapid growth, opening markets, and challenging incumbents

Are you the one we’re looking for? Click ‘apply’! If you don’t have an up-to-date CV or are not ready to submit a formal application right now, drop me a quick message and we can have brief chat about our plans in Industry Relations for 2022
We value open expression at Trainline, we believe it’s the diversity of experience, backgrounds and perspectives of our employees that makes us who we are. We encourage everybody to play a part in changing the way people travel across the world.