Customer Strategy & Planning Manager

Description

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.

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