Customer Terminal Integration Manager

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Customer Terminal Integration Manager 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.

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Location:
West Drayton
Salary:
£55,000
Job Type:
FullTime
Category:
IT;Customer Service;Travel

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