Customer Strategy & Planning Manager

Join Heathrow as a Customer Strategy & Planning Manager and play a pivotal role in shaping the future of Heathrow’s Customer Strategy. You’ll be part of the Customer Strategy & Experience team, collaborating with senior stakeholders across Heathrow, to turn Heathrow’s customer vision into actionable plans that deliver real outcomes. This role ensures strategic objectives are effectively translated into operational delivery, helping Heathrow remain a leading global hub.

The Customer Strategy & Planning Manager coordinates and supports the development and execution of Heathrow's Customer Strategy. This means producing clear, data-driven plans to enhance journeys, uplift service standards, and secure long-term growth for one of the world’s busiest airports.

Responsibilities

• Coordinate the development and execution of Heathrow’s Customer strategy, ensuring alignment with corporate objectives and regulatory requirements.
• Translating strategic goals into actionable plans and measurable outcomes for operational teams.
• Leading cross-functional planning processes to optimise customer experience initiatives.
• Analysing customer insights and market trends to inform strategic decisions and identify opportunities for improvement.
• Preparing and presenting strategic recommendations to senior leadership and external stakeholders.
• Monitoring performance against customer strategy KPIs and driving continuous improvement.

Qualifications

• Proven experience in strategy development and planning within a complex organisation.
• Strong analytical skills with the ability to interpret data and translate insights into action.
• Excellent stakeholder management and influencing skills at senior levels.
• Ability to lead cross-functional projects and deliver results in a fast-paced environment.
• Exceptional communication and presentation skills.

#LI-Hybrid

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.

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.