Account Director – ScotRail Partnership
Who We Are and What We Do
At SilverRail, we're on a mission to reshape the way the world travels, and we're inviting you to be part of this journey. Rail is becoming the go-to choice for short and medium-haul travel worldwide, and we're here to help make it happen.
In the face of the ongoing climate crisis, our vision is crystal clear. We are transforming the online customer experience for rail travel, making it easier than ever for customers to find, buy and use rail. Our cutting-edge technology is the backbone of rail and travel agencies worldwide, making it effortless for travellers to choose the eco-friendly option and reduce their carbon footprint.
We have more than 15 years of trailblazing success behind us, and our teams are spread across the globe, with bases in London, Boston, Brisbane, and Stockholm. We thrive on the philosophy of 'fail-fast-fail-early,' which drives us to find ingenious solutions to complex challenges.
Join us, and help shape the future of travel!
The Role
As Account Director, you'll sit within our Commercial / Partnerships team reporting to our Head of UK Commercial, and will be working on our partnership with ScotRail - one of our key UK train operating company (TOC) relationships and industry stakeholders. As such, the role will require regular travel to Glasgow, so you will ideally be based either in Glasgow or within a reasonable travel distance. The role may also require occasional travel to our London head office.
You'll own the commercial relationship end-to-end, managing stakeholders at all levels to ensure booking and revenue targets are met or exceeded, and that SilverRail is viewed as a valuable, competent and innovative partner.
You will call on strong commercial instincts and a solid grasp of distribution technology and retailing to understand what drives bookings through ScotRail's channels, working closely with Product, Technology, Customer Operations & Planning as well as other subcontracted companies and third-party suppliers to recommend and deliver initiatives that grow partnership value.
This role will suit someone from a commercial account management or partnership background who is comfortable working with data, product teams, and senior stakeholders. A genuine curiosity about technology, retailing, and customer experience - particularly how AI is reshaping rail retailing - will help you spot the next opportunity for the partnership before others do.
Key Responsibilities
- Partner Development: Own the ScotRail relationship, working in partnership with ScotRail teams to hit or exceed booking volume targets.
- Partner Expansion: Identify and deliver growth initiatives across product, technology, and new services to increase bookings and revenue through ScotRail's channels.
- Product & Technology Collaboration: Work with SilverRail's Product and Technology teams to prioritise improvements to the ScotRail booking experience, turning commercial needs into clear high level requirements they can act on.
- Customer ‘Passenger’ Acquisition & Retention: Partner with Operations & Planning teams on campaigns that drive new bookings, and champion initiatives that build loyalty and repeat bookings.
- Performance & Reporting: Own KPI reporting for the partnership, including regular business reviews with ScotRail, with a focus on conversion and loyalty/retention metrics. Work with SilverRail's finance team to ensure invoicing reflects contract terms accurately.
- Contract & Compliance Governance: Work with SilverRail's legal team on contract addendums and the resolution of contractual issues.
Skills & Experience
- Cross-functional influence: Ability to align Product, Technology, and Customer Operations & Planning around shared goals without formal authority over those teams.
- Mastery of detail and data: Strong analytical skills and comfort with ecommerce/digital retail metrics, especially conversion and loyalty, to manage multiple commercial, technical, and operational threads at once without losing sight of the bigger strategic and financial picture.
- Excellent, translatable communication: Able to explain technical concepts simply to non-technical stakeholders, and equally comfortable in detailed conversations with engineers.
- Collaborative sales and negotiation skills: A track record of building long-term, mutually beneficial partnerships rather than one-off wins, with confidence negotiating to grow accounts and sell in new functionality or features.
- Curiosity about technology: Genuine interest in where technology is heading, particularly the impact of AI on rail retailing.
- B2B account management experience: Exposure to organisations built around account management and sales processes and metrics is beneficial.
- UK Rail domain knowledge: General understanding of the UK rail operating landscape, stakeholder companies and industry actors.
- Autonomy: Proven ability to work independently and manage multiple projects at once, to deadlines.
Behavioural Competencies
- Inspiring Trust: Act with integrity and consistency, build open and honest relationships, treat others fairly, and work collaboratively.
- Driving Execution: Track progress against clear benchmarks, tackle problems directly and promptly, and drive continuous improvement.
- High-Impact Communication and Influencing/Negotiating: Communicate openly, listen well and welcome differing views. Build support through a confident and persuasive style, and negotiate skilfully to reach win/win outcomes.
- Visionary Thinking: Bring a clear sense of purpose, spot issues and opportunities early, challenge assumptions, and keep a long-term, big-picture view of the business.
Why us?
- We are an accredited flexible working company, utilising a hybrid working model
- We offer a highly competitive benefits package including private healthcare and rail discounts.
- We provide a wealth of career development opportunities with training that is individual, focused on improving your skills and helping you become the best professional you can be.
- Our team's health and wellness is genuinely important to us, so we offer a number of wellbeing seminars and membership to the #1 leading meditation app.
- A unique opportunity to work for a tech company that is helping the environment by revolutionising the way we travel.
Our values are simple: Do Good by working for a better tomorrow; Think Big Act Smart by being curious, adaptable and data-driven; and remember that through collaboration we will always be Stronger Together.
We are a neurodiverse employer and are working hard to improve our recruitment processes, so if there is any way that we can make the recruitment experience better for you then please let us know in your application - all information will be treated as strictly confidential
