Customer Terminal Integration Manager
Location: Heathrow Consolidation Centre (HCC)
Reports to: Head of Customer Experience
About the role
We are looking for a proactive and highly visible Customer Terminal Integration Manager to maximise terminal and customer service performance across Heathrow operations.
This role is central to ensuring strong collaboration between departments, delivering against customer KPIs and SLAs, and building excellent relationships with retail partners and Heathrow Airport stakeholders. You will provide leadership at terminal level, champion company values, and act as a key point of contact for operational issue resolution, innovation and continuous improvement.
The successful candidate will be an experienced people leader with strong operational knowledge, excellent stakeholder management skills, and the confidence to work across multiple terminals in a fast-paced environment.
Key responsibilities
1. Use the AMIS system proactively and predictively to support delivery of all company KPIs, including DAP, Media Dwell, Returns, IBTs and Customer Service Survey expectations.
2. Operate across multiple terminals to support the needs of the business.
3. Ensure h...