Customer Terminal Integration Manager
New Today
Location:
Heathrow Consolidation Centre (HCC) Reports to:
Head of Customer Experience About the role
We are looking for a proactive and highly visible
Customer Terminal Integration Manager
to maximise terminal and customer service performance across Heathrow operations. This role is central to ensuring strong collaboration between departments, delivering against customer KPIs and SLAs, and building excellent relationships with retail partners and Heathrow Airport stakeholders. You will provide leadership at terminal level, champion company values, and act as a key point of contact for operational issue resolution, innovation and continuous improvement. The successful candidate will be an experienced people leader with strong operational knowledge, excellent stakeholder management skills, and the confidence to work across multiple terminals in a fast-paced environment. Key responsibilities
Use the
AMIS
system proactively and predictively to support delivery of all company KPIs, including
DAP, Media Dwell, Returns, IBTs
and Customer Service Survey expectations. Operate across multiple terminals to support the needs of the business. Ensure high standards of customer satisfaction through regular customer interaction, catch-up meetings and effective use of the
RCF / ICA
process to resolve issues. Work in conjunction with the Head of Customer Experience to create and deliver a Personal Development Plan (PDP), actively seeking opportunities to meet agreed objectives. Take accountability for ensuring high standards of safety and security are maintained at assigned terminals, with corrective actions implemented where required. Promote proactive hazard reporting and a strong safety culture. Resolve operational and service issues using the
RCF / ICA
process. Train, mentor and coach team members, including active involvement in the PDP process. Promote employee recognition initiatives and lead employee engagement activity. Identify opportunities for innovation and contribute to company projects as directed by the Head of Customer Experience. Actively support company sustainability projects and initiatives. Build strong, interdependent working relationships with retail concessionaires and
HAL operations
to support issue resolution, problem diagnosis, adoption of new solutions and continuous development of terminal retail performance. Work with the Head of Customer Experience and HR to resolve people management issues. Play an active part in Monthly Management Reviews and wider strategic projects as directed by the business. Act as a key point of contact for
Heathrow Airport Ltd , ensuring issues are resolved effectively and professionally. Support business growth and innovation by acting as a strategic partner across the operation. Undertake other duties in line with the scope and level of the role. Please note:
this job description may be amended from time to time in line with changing business needs. Key relationships
External
Retail Business Partners Retail Inbound Suppliers Third-Party External Suppliers Internal
HCC Head of Operations Head of Customer Experience Compliance Manager Operational Managers Additional Services Transport Manager CTIMs HR Finance IT Line Level Leaders Knowledge, skills and experience
We are looking for someone who is a proven team player with excellent interpersonal skills and the confidence to engage effectively with senior stakeholders. You will be a strong and logical communicator, both written and verbal, with the ability to influence, gain commitment and overcome objections. You will also be ambitious, self-motivated, target-driven and able to use your management experience to strengthen team capability, improve service delivery and support customer satisfaction. Essential / desirable experience
Previous management experience within
food & beverage and/or retail operations
would be highly desirable Strong understanding of inventory management and goods replenishment practices Solid experience using
Inventory Management Systems Ability to manage complex operational issues and deliver sustainable results Exceptional customer relationship building skills with a proven record in customer management Strong influencing skills with the ability to identify and drive positive change Flexibility in shift patterns to meet the needs of the business Strong written and verbal communication skills, including reports and presentations Proficiency in
Microsoft Word, Excel and Visio
would be advantageous Commitment to acting as a role model who lives and promotes company values What were looking for
A visible and hands-on leader Excellent stakeholder and relationship management skills Strong operational problem-solving ability A customer-focused mindset Confidence working across multiple teams and terminals A passion for continuous improvement, innovation and engagement Salary to be discussed Why join us?
This is a great opportunity to take on a high-profile operational role within Heathrow, where you will have real impact on customer performance, terminal operations, team development and business improvement.
TPBN1_UKTJ
- Location:
- United Kingdom
- Job Type:
- FullTime
- Category:
- IT;Customer Service;Travel
