Product Director at Trainline

About us We are champions of rail, inspired to build a greener, more sustainable [Upgrade to PRO to see link] future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels.  Great journeys start with Trainline 🚄  Now Europe’s number 1 downloaded rail app, with over 125 million monthly visits and £5.9 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is as simple, seamless, eco-friendly and affordable as it should be.  Today, we're a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high-speed journey.  Introducing Customer Growth in Product at Trainline 👋 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. It spans the full customer lifecycle - from acquisition and onboarding through retention, engagement, and reactivation - across all markets. A critical part of your success will be defining the future of Trainline’s paid customer propositions, unlocking and delivering new monetisation opportunities across the customer experience and how this develops and scales Trainline’s overall business model This role owns one of Trainline’s most important strategic bets: scaling a recurring revenue model while continuing to deliver strong customer growth and commercial performance. About the role 🚀 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. As the Director of Product – Customer Growth, you will… 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  - 🤝  Travel Together - We're one team  - ♻️ Do Good - We make a positive impact  We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity - gender, ethnicity, sexuality, disability, nationality and diversity of thought. That's why we're committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated. Interested in finding out more about what it's like to work at Trainline? 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