Train Presentation Comfort Manager

At Eurostar we’re busy making Europe’s most loved travel experience better than ever. Join us and you’ll be part of a dynamic, connected, cosmopolitan team that feels at home in four countries and shares the same goal – to create an experience for our passengers that’s always truly exceptional. Do you want to be part of this journey?

As our Comfort Manager, you will be responsible for the monitoring and management of all comfort elements for the fleet within the Rolling Stock department and act as the interface with the Commercial department. In this role you will also act as an ambassador for our customers, observing the E300 and E320 fleets in all respects to comfort issues - – investigating, highlighting and detailing specific problems/issues to Fleet Management, Production / Engineering plus support to resolution accordingly. This position is a permanent role, based at our Engineering Centre in Leyton.

Internal Use only - This role is a Grade D, based at TMI. Travel Level: 2.

Requirements

We're looking for someone to:

• Monitor customer satisfaction results and comfort pain points and address those accordingly with all relevant stakeholders (internal and external)
• Manage and support interior related commercial and engineering projects to improve safety, reliability and customer experience.
• Be the single point of contact for Commercial, OnBoard Services and Operations, providing support and taking the lead in all relevant meetings.
• Represent the cross-functional/cross-departmental view of train interior assets; be an independent, impartial member of the team that can represent the other voices in the business as well as those of engineering.
• Manage weekly and monthly meetings with internal stakeholders (Commercial, OBS, Production Control, Supply Chain and Engineering) and minute all actions
• Enable effective communication and build strong continuous working relationships between EIL, SNCF, NS, and SNCB regarding comfort fault finding and follow processes
• Deliver business cases and recommendations to improve on board comfort customer satisfaction

You'll need:

• Excellent communication skills
• Experience in building strong relationships, managing stakeholders and dealing with contractors.
• Experience in a customer focus role with understanding of customer satisfaction monitoring.
• Quality compliance and REX assessment skills.
• Highly organised and able to work under work under pressure and handle multiple tasks at the same time.
• Able to collect and analyse a wide range of data and present to a range of different audiences using appropriate formats.
• Ability to work on own initiative and to deadlines.
• Good level of French (understanding and conversation)
• A good understanding of Project Management principles
• Ability to complete reports and deliver business case and presentations to management and wider business

Desirable

• Engineering Background.
• Lean and Six Sigma Experience.

Benefits

• Travel benefits for work and play
• A great pension
• Exclusive discounts and perks

If you feel like your skills and experience are relevant for the role, please don't hesitate to apply!

Eurostar is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.