Job details

Sorry, this vacancy is now closed

Reference
3afc9257-fa84-4030-a40c-a14b8d24216e
Position
Customer Experience Manager
Location
Various locations
Contract type
Various
Full-time/Part-time
Full-time
Department
Commercial
Closing date
25/01/2019
Description

Customer Experience Manager – Heathrow Express 

We have a fantastic opportunity to lead the Customer Experience team at Heathrow Express. It’s an exciting time to join our business, and we’re looking for exceptional, proven people leaders to join our rapidly expanding team. 

As well as building relationships with your team of Customer Concierges and Sales Advisors (you’ll have a team of about 20 direct reports) you will also be leading a team of up to 50 colleagues on a duty basis. Your communication skills will need to be excellent, because our team are pretty remote. You could start your day with the Concierges at London Paddington, offer some coaching to our onboard team members on the way to Heathrow, and finish up catching up with your airside colleagues on the great ideas you’ve got to improve the customer experience in one of our airport terminals, whilst delivering revenue targets. 

We’re looking for creative and talented people who can bring our vision of ‘making every journey better’ to life. You will have experience of managing teams ideally gained in a hospitality, retail or travel environment. Your key areas of responsibility will be: 

  • remain operationally competent to coach, assess and develop our team of Customer Concierges; 
  • deliver sales strategies which stretch your team to achieve sales targets and growth within the Turn Up and Go channel; 
  • deliver a high-performing team through effective recruitment, training and development, including on the day duty management whilst also taking responsibility for driving performance in a specific business location; 
  • leading on relationships with key stakeholders (including Network Rail, Heathrow Rail, Great Western Railway and Heathrow Airport). This will include the ability to influence and negotiate on behalf of Heathrow Express; 
  • work closely with the Plane to Paddington Project Manager to identify and lead on the delivery of projects which will drive revenue and improve customer experience; 
  • work with our IT partners to own and deliver a seamless ticket purchasing process for our customers; 
  • work collaboratively and pro-actively with the wider Commercial team to contribute to the design and delivery of the overall Commercial strategy; 
  • maintain a good working relationship with Trade Union representatives and lead on local consultations and meetings; 
  • drive Heathrow Express mode share to ensure Heathrow has 50% of customers travelling to or from the airport on public transport by 2030. 

If you think you have the required skills and experience to excel in this role, we’d love to hear from you. Please apply by completing our online application process and one of our team will be in touch. 

By joining Heathrow Express you will be part of the wider Heathrow community of 76,000 colleagues. It’s an exciting place to work where we value your contribution. In return we will help you to learn, develop and grow your career to get you to wherever you want to be. 

PLEASE NOTE - IF YOU HAVE APPLIED FOR THIS VACANCY WITHIN THE LAST 12 MONTHS YOU ARE NOT ELIGIBLE TO RE-APPLY

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