Retail Operations Delivery Manager

BUSINESS FUNCTION: Customer and Commercial
GRADE: ML1/SB2
SALARY: £41,653
ROLE TYPE: Hybrid
LOCATION: York 1 day per week, with additional site visits as required
HOURS: 37

Do you thrive in fast paced environments where technology and customer experience converge?

We’re on the hunt for a driven and strategic Retail Operations Delivery Manager to ensure our Retail and Validation Systems are fully optimised and always ready - so our customers can buy, travel, and trust us, every time.

You’ll be at the heart of delivering high performing retail tech, leading change with energy, holding suppliers to account and, ensuring our systems are always available, compliant, and future ready.

What you’ll be doing

• Lead the day to day and strategic operation of retail systems, managing supplier relationships and ensuring high availability to protect multi million pound revenues.
• Champion the integrity and performance of all retail and validation systems across the whole Northern Trains estate.
• Ensure compliance with all regulatory agreements (e.g. Service Agreement, Rail Settlement Plan, TSA), reporting on system performance and managing risks proactively.
• Coordinate and manage system changes, retail transformation projects, and incident response to major system failures while driving communication across teams.
• Collaborate across departments to promote channel shift, improve fraud prevention processes, and lead change through industry wide retail initiatives.

About you

• Diploma level qualification (or higher) with proven experience in Retail Management, ideally within a rail or similar transport environment.
• Strong contract management skills in a commercially complex and demanding setting, with the ability to challenge and influence external suppliers.
• Excellent risk assessment, analytical, and numerical skills with a keen attention to detail and system performance.
• Confident communicator, project manager, capable of balancing competing priorities while delivering continuous improvements.
• Sound understanding of retail technology and validation systems, with knowledge of ticketing systems or transport operations being an essential part of the role.
• Flexible with the ability to work as part of the team or on an individual basis when required.

What’s in it for you?

At Northern, we don’t just value our people - we go the extra mile to support them. Here’s a taste of what you can look forward to:

• Free Travel: Unlimited free travel for you, your partner, and your dependents on Northern services. Plus up to 75% discount on other networks in the UK and Europe.
• Generous Pension Scheme: We top up your contributions by 1.5 times.
• Enhanced Family Benefits: We offer 9 months of full pay for maternity leave and 2 weeks for paternity leave.
• Cycle to Work Scheme: Save up to 42% on a bike and spread the cost.
• Exclusive Discounts: From shopping to wellbeing, Northern Perks has you covered.
• Holiday Purchase Scheme: Buy up to 5 extra days of annual leave.
• Employee Assistance Programme: 24/7 support for family, lifestyle, and more.
• Training and Career Development: We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business you’re in.
• Recognition: We know how important it is to show how much we appreciate our people. That’s why we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day.

Why Northern?

We’re more than just a train operator. We’re the heartbeat of the North - connecting communities, creating opportunities, and driving sustainable growth. With 2,500 trains running daily, we’re on a mission to improve rail travel and enhance the customer experience while protecting the environment.

Back in 1825, the first passenger train set off in the North of England, after which rail quickly spread across the globe - and this year, we’re celebrating 200 years of the modern railway. As we look back on the historic events that led us here, we also look towards the future as we move into the era of Great British Rail. Join us at this pivotal moment in rail history and play your part in our journey.

A place for everyone

The best journeys happen when everyone feels welcome on board.

At Northern, we don’t just move people from A to B - we’re building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if that’s something you need. We're also a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we’ll always offer an interview.

We automate parts of our screening process to remove any unconscious bias and to make sure every application is treated fairly. All successful offers will be subject to a DBS check and medical assessment.

No matter your background, experience, or whether you call it a bap, barm, or cob… there’s a place for you here in the railway.

Please note that Northern reserves the right to close recruitment for this role before the published closing date, if high volumes of applications are received.