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Job Description
The Head of Customer Strategy and Planning is a member of the Customer Leadership Team (CLT) and Customer Strategy and Experience (CSE) Leadership Team. The role requires extensive management of cross-functional 'virtual teams' and very strong communication and stakeholder management skills in order to inspire and influence at Exec level across Heathrow and wider.
You will be responsible for:
1. Setting and Driving Customer Strategy - Leading the strategic direction, aligning the Management Business Plan, Customer Capital Plan, and functional delivery plans to bring the strategy to life.
2. Overseeing the Customer Capital Programme - Acting as 'super sponsor', chairing the Customer Capital Governance Group, and ensuring effective prioritisation and delivery on behalf of the Chief Commercial Officer (CCO).
3. Championing Engagement and Culture - Representing the CLT on engagement and wellbeing, and leading team-building activities to foster collaboration and high performance.
This role is instrumental in delivering future annual revenue and shaping Heathrow's future service agenda, requiring strong cross-functional leadership and executive-level influence across HAL and Team Heathrow.
Responsibilities
Customer Strategy, Planning & Governance
* Lead the development and integration of the Customer Strategy across H7 and H8, aligning the Management Business Plan and Customer Capital Plan into a cohesive roadmap.
* Oversee the ongoing maintenance and implementation of the Customer Strategy, ensuring alignment across the function and supporting CLT members in delivering their plans.
* Partner with the CCO and CLT to shape strategies that maximise revenue, profitability, sustainability, service and broader business outcomes.
* Ensure high standards of governance across Customer, including risk management, audits, delegated authorities, continuity planning, and policy compliance.
* Collaborate with central functions (e.g., Regulation, Legal, Finance, Comms, Solutions) to embed best practice and champion the use of high-quality management information.
Capital Investment Leadership
* Lead the Customer Capital Governance Group (a sub-committee of the Heathrow Investment Committee) and act as super sponsor for the £700m H7 Customer Capital Programme on behalf of the CCO.
* Drive timely progression of business cases through the Gateway process, providing hands-on support for complex investments and building capability across the Customer function.
* Represent Customer Revenue Capex in H8, both in strategy setting and delivery.
Leadership Engagement & Delivery Activation
* Lead planning and delivery of Customer Leadership Team (CLT) activities, including the quarterly 'Growth' agenda, team days, and workshops.
* Represent CLT in Extended Leadership Team (ELT) planning, organising quarterly sessions to align and engage wider leadership.
* Bring functional plans to life through regular Customer huddles, half-yearly events, and cross-functional engagement to ensure delivery of the strategy.
* Act as the focal point for Customer updates, reporting, and coordination across HAL, ensuring visibility and alignment of key initiatives and plans.
Value Creation (Revenue and Service)
* Lead early-stage incubation and business case development for new commercial opportunities identified through corporate strategy, especially those beyond existing functional remits.
* Partner with the Corporate Strategy team on strategic adjacencies and long-term growth initiatives.
* Driving strategic alignment between cross functional teams, including but not limited commercial and service considerations in T5 during H8.
Qualifications
* Experience in developing and delivering functional business plans and business cases.
* Experience of successfully managing a range of internal and external stakeholders, with the ability to communicate effectively and influence at all levels up to Exec level.
* Proven track record of delivery via complex matrix organisation and 'virtual teams'.
* Experience of delivering large, preferably commercial, change programmes.
* Strong interpersonal and influencing skills.
* Leadership and proven ability to deliver through others.
Ideally you will also have:
* Financial modelling and financial experience
* Expertise of:
• Travel Retail and Commercial products and services; Aviation; Transport & Infrastructure; Real Estate; Digital Commerce
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About Us
There's something so special about working at the world's most iconic airport. Its sights. Its sounds. Its constant air of excitement. Heathrow is an amazing backdrop to a career filled with unique opportunities.
Every day, you'll discover a world full of fresh possibilities and end the day buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full of pride for what we do and no end of exciting career prospects to explore.
It brings out the best in all of us. And inspires everyone to deliver on our ambitious plans. Together, we're working to welcome millions more passengers while ensuring aviation can continue to be a force for good by leading global efforts in sustainability.
Join us on that journey and we'll help you achieve your ambitions too. Supporting you to learn, encouraging you to be yourself, backing you to achieve more than you might ever have imagined. Because there's no place like Heathrow.
Our rewards
We offer competitive salaries and excellent benefits that will support you now and in the future. As well as performance-based annual bonuses and our longer-term Share in Success Bonus plans, we also offer generous annual leave allowances and market-leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we'll support you to be at your best inside and outside work. And of course, we'll provide varied learning and development opportunities too. Here you'll find everything you need for a fulfilling career journey that can take you in exciting directions.
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.
Sustainable Travel to work
Heathrow's Sustainable Travel Guide sets out easy and sustainable travel options that everyone can access.
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.
About the Team
Heathrow is a city within a city. And there's no place like it when it comes to the scale of our ambitions. You'll be part of a Customer team that drives our profitability across everything from retail, property and airport transport, through to passenger services, forecasting and contracts with airlines. Customer insight is at the heart of what we do, supported by a strong commercial strategy. We have a pioneering agenda for digital, e-commerce and innovation, as we look to transform the way our passengers spend at our airport.
We believe the best way to drive growth across our iconic airport is by improving the services offered within it. So although we know generating income is critical to driving our business forward, we're also passionate about delivering the best possible passenger experience. You'll help us to get the balance right - not least so we can continue investing in an airport that leads the world.
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