Job Description

Heathrow is a city within a city. And there's no place like it when it comes to the scale of our ambitions. You'll be part of a Customer team that drives our profitability across everything from retail, property and airport transport, through to passenger services, forecasting and contracts with airlines. Customer insight is at the heart of what we do, supported by a strong commercial strategy. We have a pioneering agenda for digital, e-commerce and innovation, as we look to transform the way our passengers spend at our airport.


We believe the best way to drive growth across our iconic airport is by improving the services offered within it. So although we know generating income is critical to driving our business forward, we're also passionate about delivering the best possible passenger experience. You'll help us to get the balance right - not least so we can continue investing in an airport that leads the world.



Work with Retail Business Partners within the Bureaux, Essentials, Tech, Vending and Food & Beverage categories, as well as internal stakeholders, to maximise sales and passenger experience from all Retail shop units and commercial services in the terminal. Understand the key drivers of performance and plan/report against them using all available data tools, to include but not limited to sales vs budget, Spend per Passenger, Health & Safety audit results, Mystery Shopper, QSM (where appropriate).



Strong analytical and quantitative skills coupled with a creative and innovative approach to identifying solutions, which are then executed on Excellent written and oral communication, to interact and influence credibly and effectively with a wide range of stakeholders including senior management and external partners Comfortable with corporate governance and processes, with the ability to prepare high quality reports, papers and materials Experience working with teams of internal and external stakeholders with a straightforward and collaborative style Adaptable and comfortable in navigating ambiguity and change Strong leadership capability to motivate and develop junior members of the team and influence colleagues in other team and ensure Business Partners operate within all Heathrow's Fire and H&S policies Development of retail action plans for accounts to achieve financial Business Plan targets working with Senior Account Managers to agree these Keeping abreast of all Terminal developments and projects to identify and implement tactical opportunities, marketing promotions and joint initiatives to increase average transaction value

Experience within Heathrow Retail or a high street/travel hub retail/F&B operations environment Experience delivering projects which drive sales and passenger experience Clear communicator and influencer: experience at influencing key decision makers and communicating with confidence at all levels Strong financial and analytical skills & proficient on Excel and PowerPoint and using spreadsheets to manage large amounts of data. Proven influencing skills in a commercial and/or operational environment Knowledge of the airport retail operation and strategic drivers behind the airport business Ability to deliver challenging and demanding targets as well as being able to identify new tactical opportunities to grow revenue
#LI-Hybrid



There's something so special about working at the world's most iconic airport. Its sights. Its sounds. Its constant air of excitement. Heathrow is an amazing backdrop to a career filled with unique opportunities.


Every day, you'll discover a world full of fresh possibilities and end the day buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full of pride for what we do and no end of exciting career prospects to explore.


It brings out the best in all of us. And inspires everyone to deliver on our ambitious plans. Together, we're working to welcome millions more passengers while ensuring aviation can continue to be a force for good by leading global efforts in sustainability.


Join us on that journey and we'll help you achieve your ambitions too. Supporting you to learn, encouraging you to be yourself, backing you to achieve more than you might ever have imagined. Because there's no place like Heathrow.

Our rewards

We offer competitive salaries and excellent benefits that will support you now and in the future. As well as performance-based annual bonuses and our longer-term Share in Success Bonus plans, we also offer generous annual leave allowances and market-leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we'll support you to be at your best inside and outside work. And of course, we'll provide varied learning and development opportunities too. Here you'll find everything you need for a fulfilling career journey that can take you in exciting directions.

Working Location

Our Hybrid working approach offers the opportunity for colleagues in some roles to work from home for an average of two days a week, providing the flexibility to work in an agile way whilst ensuring we deliver for the operational needs of Heathrow . Working arrangements vary from team to team and will be confirmed during the recruitment process. You'll need to be based in the UK and within a commutable distance to Heathrow.

Sustainable Travel to work

Heathrow's Sustainable Travel Guide sets out easy and sustainable travel options that everyone can access.

Equal Opportunities

As an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger - not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work. With five diversity networks, we champion inclusivity and celebrate individuality.