Job Description
The Head of Customer Strategy & Planning plays a critical leadership role within Heathrow's Commercial Leadership Team, shaping and driving the integrated commercial planning agenda to deliver sustainable revenue growth and strategic outcomes.
Sitting on the Customer leadership team, this role provides oversight and leadership of the Customer & Commercial Programme benefits and ensures alignment between functional strategies, investment priorities, and Heathrow's business plan.
Responsibilities
* Shape and Drive Commercial Strategy- Own the development and evolution of the Heathrow Customer Strategy, ensuring alignment to the corporate strategy, Heathrow Business Plans and long term growth ambitions, while balancing experience, flow and revenue outcomes.
* Governance and Performance Excellence- Champion robust governance across commercial planning and investment activities, embedding risk management, compliance, and assurance frameworks that enable confident decision-making.
* Capital Investment Leadership - Provide senior Customer leadership into capital planning and regulatory strategy, ensuring customer priorities are clearly articulated, evidenced and aligned to investment decisions across regulatory periods.
* Act as the principal business case lead for One Stop Security and supporting T5O - accountable for shaping and progressing the end to end strategic and investment case, aligning customer, operational, regulatory, commercial and airline objectives to enable long term growth.
* Enterprise and Cross-Functional Collaboration- Inspire and lead virtual teams across multiple functions, fostering collaboration and accountability to translate strategic objectives into actionable plans and measurable outcomes.
* CLT team effectiveness - Own the strategic cadence, agendas and effectiveness of the Customer Leadership Team, including leadership of away days, ensuring decisions are aligned to strategy and translated into clear actions and delivery plans.
* Stakeholder Engagement and Influence - Act as a trusted advisor to the Customer Director and senior leadership, influencing decisions at Executive level and securing alignment across Heathrow and external partners.
* Innovation and Growth-Identify and incubate new commercial opportunities, partnering with strategy teams to develop business cases that unlock future revenue streams and enhance Heathrow's competitive position.
* Leadership and Culture- Role-model Heathrow's values, creating an inclusive, high-performing culture that empowers teams, builds capability, and drives continuous improvement.
Qualifications
* Proven experience in shaping and delivering commercial strategies and integrated business plans within a complex, multi-stakeholder environment.
* Strong track record of leading large-scale investment programmes and business case development, ideally within regulated or capital-intensive sectors.
* Demonstrated ability to influence and engage at Executive level, building trusted relationships and driving alignment across diverse stakeholder groups.
* Leadership experience in managing cross-functional teams and virtual networks to deliver strategic outcomes.
* Exceptional analytical, financial, and strategic thinking skills, with the ability to translate insights into actionable plans.
* Outstanding communication and interpersonal skills, capable of inspiring teams and influencing senior decision-makers.
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Equal Opportunities
As an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger - not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work. With five diversity networks, we champion inclusivity and celebrate individuality.
Working Location
Our Hybrid working approach offers the opportunity for colleagues in some roles to work from home for an average of two days a week, providing the flexibility to work in an agile way whilst ensuring we deliver for the operational needs of Heathrow. Working arrangements vary from team to team and will be confirmed during the recruitment process. You'll need to be based in the UK and within a commutable distance to Heathrow.
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