At a Glance
- Tasks: Lead the development of Heathrow's Customer Strategy and drive commercial planning for sustainable growth.
- Company: Heathrow, a leading airport with a focus on innovation and customer experience.
- Benefits: Competitive salary, leadership opportunities, and a chance to shape the future of travel.
- Other info: Join a diverse team committed to continuous improvement and collaboration.
- Why this job: Make a real impact on customer experience and revenue growth in a dynamic environment.
- Qualifications: Experience in commercial strategy, investment programmes, and strong leadership skills required.
The predicted salary is between 80000 - 100000 € per year.
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.
Head of Customer Strategy & Planning employer: hackajob
Heathrow Airport is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration. As the Head of Customer Strategy & Planning, you will be at the forefront of shaping commercial strategies that drive sustainable growth while enjoying a culture that values inclusivity and continuous improvement. With ample opportunities for professional development and a commitment to employee well-being, Heathrow provides a rewarding career path in one of the world's leading airports.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Strategy & Planning
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at Heathrow or similar companies. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company culture and values. Show how your experience aligns with Heathrow's mission and how you can contribute to their customer strategy.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills in commercial strategy and stakeholder engagement make you the perfect fit for the Head of Customer Strategy & Planning role.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed and shows you're serious about joining the team.
We think you need these skills to ace Head of Customer Strategy & Planning
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to reflect the specific skills and experiences that align with the Head of Customer Strategy & Planning role. Highlight your experience in shaping commercial strategies and leading investment programmes, as this will show us you understand what we're looking for.
Showcase Your Leadership Skills:We want to see how you've led cross-functional teams and influenced stakeholders in your previous roles. Use examples that demonstrate your ability to inspire collaboration and drive strategic outcomes, as this is key for the position.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your achievements and how they relate to our needs. Avoid jargon and make it easy for us to see your value.
Apply Through Our Website:Don't forget to submit your application through our official website! This ensures we receive all your details correctly and helps us keep track of your application. Plus, it shows you're keen on joining our team at StudySmarter!
How to prepare for a job interview at hackajob
✨Know Your Commercial Strategy
Before the interview, dive deep into Heathrow's current commercial strategy and recent initiatives. Be prepared to discuss how your experience aligns with their goals and how you can contribute to shaping and driving their customer strategy.
✨Showcase Your Leadership Skills
Highlight your experience in leading cross-functional teams and managing large-scale investment programmes. Use specific examples to demonstrate how you've successfully influenced stakeholders and driven alignment in previous roles.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities and strategic thinking. Prepare scenarios where you've had to make tough decisions or navigate complex stakeholder environments, and be ready to explain your thought process.
✨Engage with Stakeholders
Discuss your approach to stakeholder engagement and how you've built trusted relationships in the past. Be ready to share examples of how you've influenced executive-level decisions and secured alignment across diverse groups.
