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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