Customer Strategy & Planning Manager

Overview

In this role you will shape Heathrow’s Customer Strategy by turning vision into actionable, data-driven plans. You will work with senior stakeholders to improve journeys, elevate service standards and support sustainable growth for one of the world’s busiest airports. You’ll lead cross-functional planning to balance passenger experience with strategic objectives, driving measurable outcomes in a fast-paced, complex environment. This is an opportunity to influence the customer agenda at a global hub and contribute to Heathrow’s sustainability efforts.

Pay / Benefits

• competitive salary and benefits
• performance-based bonuses
• Share in Success bonus plans
• generous annual leave
• market-leading pension
• private health insurance

Responsibilities

• Coordinate development and execution of Heathrow’s Customer strategy aligned with corporate objectives and regulatory requirements
• Translate strategic goals into actionable plans and measurable outcomes for operational teams
• Lead cross-functional planning processes to optimise customer experience initiatives
• Analyse customer insights and market trends to inform strategic decisions and identify opportunities for improvement
• Prepare and present strategic recommendations to senior leadership and external stakeholders
• Monitor performance against customer strategy KPIs and drive continuous improvement

Key requirements

• 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

• stakeholder management
• communication
• interpersonal influence
• data analysis
• performance measurement
• presentation and storytelling

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