Overview
We’re looking for a Director of Product – Customer Growth to lead one of the most critical and high-impact areas at Trainline. Operating at Director level, this role sets the vision and strategy for Customer Growth globally, with a particular focus on paid customer propositions as a core pillar of Trainline’s future customer offering. This includes assessment and scaling of new opportunities such as subscription, add-ons, loyalty and bundling. You will own the strategy and outcomes across the full customer lifecycle – acquisition, retention, engagement, and resurrection – and lead the development of new revenue lines that reshape how Trainline creates value. This is a highly strategic role with direct exposure to executive leadership, including the CEO, requiring both long-term thinking and the ability to translate product and commercial strategy into execution at pace.
Key context: Customer Growth sits at the heart of Trainline’s future UK business and global expansion. This role is directly responsible for growing Trainline’s active customer base, increasing customer lifetime value, and building durable, scalable revenue streams.
Responsibilities
Product Strategy & Vision
Define and lead the 2–3 year vision and strategy for Customer Growth, including paid customer propositions like subscriptions, aligned to Trainline’s company strategy and business development
Own the subscription strategy end-to-end — including proposition design, pricing, packaging, tiers, bundling, and lifecycle optimisation
Shape Trainline’s perspective on future consumer business models, evaluating trade-offs between fee-based, subscription-led, and hybrid approaches
Own and shape a critical company-level strategic theme, influencing how Trainline evolves its customer proposition and revenue model at Executive and Board level.
Bring strong external perspective on market trends, competition, and emerging opportunities
Customer Growth, Commercial Impact & Lifecycle Ownership
Own outcomes across the full customer lifecycle: acquisition, onboarding, engagement, retention, and reactivation
Drive growth through a combination of product experience, CRM, performance marketing, pricing, and monetisation levers
Ensure product strategy is tightly connected to revenue, LTV, retention, and sustainable growth
Partner with Commercial, Finance, and Brand teams to define and evolve Trainline’s revenue model and customer proposition
Identify and scale new monetisation opportunities (e.g. subscriptions, add-ons, travel experience and new levers to experiment and scale)
AI-powered Product Innovation
Identify where AI/ML can fundamentally enhance the customer proposition – creating more personalised, intelligent, and differentiated experiences that strengthen customer value and retention
Partner closely with embedded Data Science and ML teams to identify where AI can unlock new value, defensibility, and revenue streams
Help shape Trainline’s next generation of intelligent travel experiences and growth loops
Platform, Delivery & Execution
Own delivery and outcomes for a large, multi-squad product area (~10 squads), balancing near-term impact with long-term bets
Translate strategy into clear roadmaps, experiments, and execution plans
Ensure strong experimentation culture, using data and insight to inform decisions and iterate at pace
Operate effectively across multiple strategic initiatives in parallel, including subscription launch and broader business model evolution
Leadership & Organisation
Lead, coach, and develop a team of c. 10 Product Managers of all levels (including 4 direct reports).
Build a high-performing, empowered product organisation, setting clear expectations and raising the bar on product craft
Shape product culture across Trainline, role-modelling leadership behaviours and values
Influence and align senior stakeholders across Product, Engineering, Commercial, Brand, and Exec
Cross-functional Leadership & Influence
Operate as a senior cross-functional leader, aligning Product, Engineering, Data, Design, Commercial, and Marketing around shared goals
Build strong partnerships across Exec, VP, and senior leadership levels
Navigate complex trade-offs across customer experience, commercial outcomes, and technical feasibility
Represent Product internally and externally as a credible and compelling leader
We’d love to hear from you if you have…
We are looking for a leader who has defined and scaled a step-change in how customers engage with a product or service – not just optimised an existing growth model.
Proven experience operating at Director or strong Head of Product level in a consumer technology business, with ownership of a large, strategically important product area or theme
Experience defining and evolving customer propositions or business models, particularly where the goal was to create more durable, repeatable customer relationships beyond single transactions
Strong strategic capability, with experience shaping product or business direction over a 2–3 year horizon, including navigating ambiguity and high-stakes trade-offs
Deep, hands-on experience building and scaling subscription or premium propositions, with clear ownership of proposition design, pricing, packaging, attach, renewal, and unit economics
Strong understanding of the mechanics of subscription success in practice – including customer segmentation, self-selection dynamics, lifecycle optimisation, and commercial sustainability
Ideally experience building subscriptions as part of a broader product ecosystem (not a pure-play subscription business)
Experience owning and scaling customer lifecycle performance, including acquisition, engagement, retention, and reactivation
Strong commercial acumen, with a clear understanding of LTV, revenue quality, pricing levers, and growth dynamics
Proven ability to influence senior stakeholders and Execs in high-stakes environments
Extensive people leadership experience, including leading managers and senior ICs, and building high-performing product organisations
Proven ability to lead large, cross-functional teams across Product, Engineering, Data, Design, and Commercial
Experience building or scaling AI/ML-powered customer-facing products, with a focus on enhancing customer value and experience, not just internal efficiency
More information:
Enjoy fantastic perks like private healthcare & dental insurance, a generous work from abroad policy, 2-for-1 share purchase plans, an EV Scheme to further reduce carbon emissions, extra festive time off, and excellent family-friendly benefits.
We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one!
We’re operate a hybrid model to work and ask that Trainliners work from the office a minimum of 60% of their time over a 12-week period. We also have a 28-day Work from Abroad policy.
Our values represent the things that matter most to us and what we live and breathe everyday, in everything we do:
Think Big – We’re building the future of rail
✔️ Own It – We focus on every customer, partner and journey
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