Customer Proposition Manager
Company
Location
London, England, United Kingdom
Posted At
4/14/2025
Advertise with us by contacting: [email protected]
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Description
Introduction
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.
Job Description
The primary purpose of this role is to collaborate with the Senior Customer Proposition Manager in the delivery and integration of the Heathrow customer proposition throughout the organisation. This initiative spans from the near future towards our Passenger Experience vision for 2040. The customer proposition outlines the requirements we must fulfil to achieve our ambition of becoming an exceptional airport. Underpinning the customer proposition will be a synthesis of work that defines its value and significance, ensuring that customer considerations are prioritised within our agenda.
We will work closely with colleagues in Customer Insight to establish a customer segmentation that vividly represents our customers, enabling us to shape business initiatives to cater to their needs effectively. These components will be integrated into a coherent framework designed to drive the measurement and prioritisation of plans and investments, ensuring alignment with both immediate and long-term objectives. This framework will serve as the foundation for establishing our customer standards, which will progressively enhance Heathrow's ability to meet the evolving needs and expectations of its customers.
The ideal candidate will possess a profound enthusiasm for customer experience and approach problem-solving with a logical and analytical mindset, allowing them to present ideas convincingly. Collaboration with stakeholders and cross-functional teams is essential in the development and implementation of the passenger proposition vision and strategy. Additionally, the candidate must have strong strategic skills and the capability to interpret data and insights to comprehend their implications for our customers (both passengers and airlines) and inform decision-making processes. Success in this role also requires excellent communication skills and storytelling abilities to engage and align others with our journey.
Your role will involve
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.
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.
Job Description
The primary purpose of this role is to collaborate with the Senior Customer Proposition Manager in the delivery and integration of the Heathrow customer proposition throughout the organisation. This initiative spans from the near future towards our Passenger Experience vision for 2040. The customer proposition outlines the requirements we must fulfil to achieve our ambition of becoming an exceptional airport. Underpinning the customer proposition will be a synthesis of work that defines its value and significance, ensuring that customer considerations are prioritised within our agenda.
We will work closely with colleagues in Customer Insight to establish a customer segmentation that vividly represents our customers, enabling us to shape business initiatives to cater to their needs effectively. These components will be integrated into a coherent framework designed to drive the measurement and prioritisation of plans and investments, ensuring alignment with both immediate and long-term objectives. This framework will serve as the foundation for establishing our customer standards, which will progressively enhance Heathrow's ability to meet the evolving needs and expectations of its customers.
The ideal candidate will possess a profound enthusiasm for customer experience and approach problem-solving with a logical and analytical mindset, allowing them to present ideas convincingly. Collaboration with stakeholders and cross-functional teams is essential in the development and implementation of the passenger proposition vision and strategy. Additionally, the candidate must have strong strategic skills and the capability to interpret data and insights to comprehend their implications for our customers (both passengers and airlines) and inform decision-making processes. Success in this role also requires excellent communication skills and storytelling abilities to engage and align others with our journey.
Your role will involve
- Assisting the Senior Customer Proposition Manager in executing the Customer Experience improvement plan to enhance service offerings, aligning with evolving customer needs.
- Collaborating with Senior Managers to develop passenger segmentation, defining segment outcomes and strategies.
- Working with product, marketing, solutions, and services teams to ensure a unified market approach and establish clear delivery roadmaps.
- Supporting Senior Managers in reviewing and implementing the strategic service plan.
- Helping define and maintain customer standards across Heathrow’s Terminals to ensure consistent service levels.
- Customer expert with front-line and strategic experience.
- Ability to use data to shape customer strategy.
- Strong communication skills to engage stakeholders, including senior management.
- Understand and apply strategy to delivery.
- Experience with internal and external teams; collaborative and curious.
- Innovative and creative problem solver.
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.
Advertise with us by contacting: [email protected]
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