Stuart Mclay Email & Phone Number

Alton, Gb

Alton, Gb

Birmingham, England, United Kingdom

As Head of Retail, I am responsible for the commercial, operational and strategic product life cycle across all commercial revenue channels for both the National Express Bus and the UK Coach Business.This brings significant revenue collection responsibility and includes, but not limited to, digital and physical sales channels including Bus ticket machines, Websites, App, Ticket Kiosks, telesales, face to face and 3rd party retailers. Defining and driving the retail, product and payments strategy with a customer centric approach is a key focus. Doing so with a continuous focus on improving our offer, making it easier for customers to buy, reducing our costs base, creating a best in class offering and all with the aim of encouraging more people to choose sustainable travel options. Working collaboratively across the business, with partners and beyond to define, create and execute opportunities for commercial and product excellence, particularly within retail operations and customer experience. The aim and outcome has been to deliver efficiencies and enhancements that continuously challenge the status quo. Continuously blending strong strategic and commercial skills with a hands-on operational approach, delivering excellent cross functional leadership, whilst leading a team and managing departmental P+L. This whilst also ensuring adherence to statutory and best practice standards related to digital, data protection, retail, people and commercial contract management.

London, United Kingdom

• Owning the relationship with UK Rail, transit and International OBT/TMC customers at a strategic and business level. • Developing growth initiatives to drive account success and contribute to the overall business plan. • Responsible for driving product sales through new business development and identifying new product partnership opportunities • Creation of proposals, statement of works and scoping documents for new items of work and also RfP’s • Initiate, create, deliver and drive meaningful partnerships to enable growth and ongoing success for all parties• Developing key customer relationships to the point of trusted advisor in order to support customers and position SilverRail as a key supplier. • Manage commercial activity alongside other business owners to ensure cash flow, P+L success and a profitable line of business. • Responsible for managing customer communications, being the primary point of contact between them and the wider business. • Deliver and contribute to KPI and OKR reporting up to Board level and engage with C suite in and beyond customer base, including forecasting and revenue management.• Partner with Technical Account Managers and Product teams to feed in new customer roadmap requests and manage the implementation and on-going successful delivery of customer solutions. • Constantly seeking new ways to do things and new products/services that could enhance the customers proposition and SilverRail’s position in the market.

London, United Kingdom

• Responsible for the strategic and commercial relationships across the UK and Europe for transport organisations providing road, rail and passenger ferry operations. • Helping clients maximise the benefits of the scalable technology through expansion of mobile ticket availability and adoption, ensuring that this is delivered in a manner beneficial to the operator and it’s customers. • A clear focus on building and maintain relationships with customers, end users whilst creating strategic partnerships that add value to all. • Growing the retail channel for customers to reduce cost of sale, improve commercial and competitive position whilst driving customer satisfaction. • Identifying new opportunities for growth from within the retail product as well as other ancillary products. • Providing knowledge and subject matter expertise to help train operators and transit agencies build their future ticketing capability and infrastructure to create a fantastic ticket buying experience. • Project Management – Managing customer expectations over project delivery. Including UAT sessions, collecting client feedback and requirements and future plans. Resolving all dependencies for project delivery.• Presenting and articulating back to the business the customer view and customer challenges to drive the team’s development of the right solutions. Ensure the team are collectively informed about client business objectives. • Creating business cases, statements of work and negotiating/contract creation for new and ongoing work to help customers achieve their business objectives. Direct responsibility for the customer support team in the UK and US

London

• Reporting to the Sales and Marketing Director and accountable for the implementation, delivery, success and strategic direction of the Retail and Distribution strategy for GWR• Formed and developed a talented retail team from a base position - direct management of 6 senior team members and indirect responsibility for the sales activity of 2000 frontline colleagues• Main point of contact for senior leadership team with regularly exposure to C-Level Executive members at an owning Group level• Full P&L responsibility with revenue equating to ~£800m including all point of sale (Digital and Physical), third party partnerships• Managed the success and performance of an off shore contact centre focusing on sales and customer service activity. • Ownership of a £18m budget allocation to deliver and maintain transformation in line with ambitious targets• Build relationships to C-Level with suppliers, third party retailers and industry/regulatory bodies; Rail Delivery Group (RDG), Association of Train Operators (ATOC), The Department for Transport (DfT)• Development of a budgetary process and allowance for retail activities to underpin revenue growth. • Work closely with the customer experience, financial planning, HR, L+D, operations and revenue development team to identify generative initiatives to support the wider business growth objectives• Assess, organise and review training and development for colleagues to facilitate performance improvement• Formulate, scope and lead the design and tactical delivery of an innovative ticket office provision from inception to delivery (a now live project), presenting ticketing project and strategy up to the Minister of State for Transport• Responsible for ancillary revenue streams within the Great Western property portfolio• Management of high value capex projects and budget from inception to delivery• Led and executed the retail element of the GWR re-brand and contributed to additional areas

London, United Kingdom

• Reported to and deputised for the Head of Sales and Distribution and responsible for the creation of the retail strategy and setting the direction for the business and the wider group• Leadership of on and off shore sales teams and an outsourced B2B business travel account team• Created an innovative visionary customer centric retail strategy • Introduction of projects and activities to deliver digital ticketingo Enhancement of the Self Service offero Re-imagining and rebuilding the web booking platformo Developing and creating key retail and supplier partnerships• As Channel Manager, directly responsible for sales performance of all Point of Sale to maximise revenue whilst seeking opportunities for efficiency• Led a strategic focus on the reduction in cost of sales, development of a channel switch strategy, negotiation of commission rates with third party retailers and secured commercial agreements to enhance customer experience• Reported to and deputised for the Head of Sales and Distribution and responsible for the creation of the retail strategy and setting the direction for the business and the wider group• Leadership of on and off shore sales teams and an outsourced B2B business travel account team• Created an innovative visionary customer centric retail strategy including streamlining of ticket purchase process:o Introduction of projects and activities to deliver digital ticketingo Enhancement of the Self Service offero Re-imagining and rebuilding the web booking platformo Developing and creating key retail and supplier partnerships• As Channel Manager, directly responsible for sales performance of all Point of Sale to maximise revenue whilst seeking opportunities for efficiency• Led a strategic focus on the reduction in cost of sales, development of a channel switch strategy, negotiation of commission rates with third party retailers and secured commercial agreements to enhance customer experience

London, United Kingdom

Currently a Project Manager within the Sales and Marketing team, leading a revenue generation project with seven figure growth forcast.

Exeter, United Kingdom

Operational management of a railway station with circa 3m footfall per annum. Responsibilities include, but not limited to safety management, commercial success, customer experience, HR, facilities and industrial relations activities.

Plymouth, United Kingdom

Managing a specialist customer service team within a contact centre environment. Direct personal liaison with client to ensure optimum delivery of contract.

2:1, Bsc Sport And Business, 2:1

Education record