East Midlands Railway (EMR)
Lead. Inspire. Deliver exceptional customer experiences.
We’re looking for an experienced and inspiring Area Station Experience Manager to lead a portfolio of staffed stations, driving operational excellence, customer satisfaction, safety, and commercial performance across the area.
This is a high-impact leadership role where you’ll shape the customer experience, develop high-performing teams, and work collaboratively across the business to deliver outstanding results. From leading change and improving operational performance to ensuring safety, growing revenue, and building strong stakeholder relationships, you’ll play a key role in bringing our vision to life.
What you’ll be doing
- Leading and developing Station Experience Managers and frontline teams to deliver exceptional customer service.
- Creating a culture where safety, accountability and performance come first.
- Driving operational excellence, right-time departures and effective disruption management.
- Delivering commercial targets through revenue growth, retail strategy and efficient station operations.
- Building strong relationships with internal teams, external partners and Trade Unions.
- Leading change initiatives, continuous improvement and customer experience programmes.
- Managing budgets, resources and performance to achieve operational and financial objectives.
What we’re looking for
You’ll be a confident, visible leader with a passion for developing people and delivering exceptional customer experiences.
You’ll also bring:
- Proven leadership experience in a large, customer-focused operational environment.
- A strong track record of leading high-performing teams through change.
- Experience managing safety, compliance and operational performance.
- Commercial awareness with budget and financial management experience.
- Excellent stakeholder management and influencing skills.
- Experience working with Trade Unions and building positive working relationships.
- Strong analytical and decision-making skills, with the ability to solve problems in a fast-paced environment.
- A commitment to creating an inclusive culture where everyone feels valued and can thrive.
Why join us?
This is an opportunity to make a real difference. You’ll lead talented teams, influence strategic decisions, and help deliver an outstanding experience for our customers every day. If you’re an ambitious leader who thrives on accountability, collaboration and continuous improvement, we’d love to hear from you.
