Overview Introduction Heathrow is a city within a city. You’ll be part of a Customer team that drives our profitability across 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. We’re passionate about delivering the best possible passenger experience while generating income to invest in an airport that leads the world. You’ll help us get the balance right and support Heathrow’s ambition to be a world leader in sustainability and passenger experience. Job Description 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). Your role will involve

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 teams 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

These Skills Are Essential

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

About Us There’s something so special about working at the world’s most iconic airport. Heathrow offers a unique backdrop to a career filled with opportunities. Every day you’ll discover fresh possibilities and collaborate with people from diverse backgrounds. We aim to welcome millions more passengers while leading global efforts in sustainability. We support you to learn, be yourself, and achieve more than you might imagine. Our rewards We offer competitive salaries and excellent benefits, including performance-based annual bonuses, a Share in Success scheme, generous annual leave, market-leading pensions, family-friendly policies, private health insurance and wellbeing tools. We also provide varied learning and development opportunities to support a fulfilling career journey. Working Location Our Hybrid working approach offers the opportunity to work from home for an average of two days a week, with arrangements varying by team and 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 for everyone. Equal Opportunities As an equal opportunities employer, we encourage applications from all. We believe diverse talent makes us stronger and Heathrow is an accessible place to work. We celebrate inclusivity and individuality.

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