Senior Customer Strategy & Planning Manager

Join Heathrow as a Senior Customer Strategy & Planning Manager and play a pivotal role in shaping the future of Heathrow’s Customer Strategy. As part of the Customer Strategy & Planning team, you will be working with senior stakeholders across the Customer Leadership Team and across Heathrow to turn Heathrow’s customer vision into actionable plans that deliver real outcomes.

The Customer Strategy & Planning team is a lean and flat team, supporting the whole Customer Function. We are responsible for developing and executing the customer strategy to ensure we clearly define the strategic objectives and that they are effectively translated into operational delivery.

We also deploy our Senior CSP Managers flexibly across the Customer Function to provide strategic support and help accelerate our highest-priority strategic initiatives. This could be providing strategic business case support to our key programmes like One Stop Security or T5 Optimisation, or driving strategic value from cross functional initiatives. We continually assess how we can deliver the most value to the Customer Function and which initiatives we are support in the dynamic environment in which we operate.

• Coordinate the development and execution of Heathrow’s Customer strategy, ensuring alignment with corporate objectives
• Translating the Customer strategy into actionable plans and measurable outcomes for the different Customer Directorates
• Leading strategic initiatives across Customer and the wider business, providing strategic support to help accelerate the development and execution of these initiatives
• Preparing and presenting strategic recommendations to senior leadership and external stakeholders
• Analysing customer insights and market trends to inform strategic decisions and identify opportunities for improvement
• Monitoring performance against our KPIs and driving continuous improvement

• Experience in strategy / management consulting, investment banking, or an aviation or aerospace industry role. Strong generalists or those with experience in adjacent industries will be considered
• A degree in a quantitative or problem-solving discipline (e.g. business, finance, economics, mathematics, engineering or statistics)
• Excellent written and verbal communication, including writing and presenting Exec and Board papers
• Ability to lead cross-functional projects and deliver results in a fast-paced environment.
• Excellent stakeholder management and influencing skills at senior levels