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Senior Customer Experience Manager
Various locations
Contract type
Closing date

At Heathrow Express, we’re all about extending the Heathrow experience beyond the terminals. Established over 20 years ago, we provide an industry-leading service to the 18,000 people we help travel between the airport and central London each day.

Join us as a Lead Customer Experience Manager, and you’ll support our aim of offering the best airport transfer service in the world. Whether we’re pointing people to the quietest part of the train, keeping everything running like clockwork or giving advice on London attractions, we all take great pride in delivering a truly exceptional, personalised transfer service. Not only that, but our team enjoys the best of both worlds. On the one hand, we’re a, close-knit group with a friendly, supportive culture. But because we’re part of Heathrow, you’ll also have access to a wealth of training and development opportunities.

It means this is a chance to build your career in an organisation that matters to millions. Heathrow is very much a city within a city focused on creating great experiences for the 210,000 (and counting) passengers who pass through it each day. Life here means exploring unlimited opportunities. And making a real difference to people who are travelling to all sorts of places for all sorts of different reasons.

Our rewards:

As well as competitive salaries, we’re committed to providing a whole host of great benefits that make this an even more rewarding place to work. They include an excellent pension scheme and life assurance. We also have a range of initiatives designed to help people in our surrounding communities get to and from work cost-effectively and sustainably, from free travel on local buses through to subsidised rail fares – as part of the Heathrow Express team, you’ll get 75% off national rail travel. Not only that, when you get here, we’ll nurture your skills and do all we can to help you reach your full potential.

Be part of the 6 million rail journeys we make happen each year. An incredibly important part.

Your role will involve:

  • Leading a team of 140 front line collegues, providing the sales and competence training, coaching and development.
  • Working with our various stakeholders to design,test,deliver and analyse sales initiatives to achieve targets on revenue and journeys.
  • Drive growth on Heathrow Express mode share supporting Heathrow's public transport targets.
  • Working with the Heathrow Express pricing team to set sub channel targets and deliver variable pricing to grow journeys, revenue and increase train utilisation.
  • Delivering the first and last impression to Heathrow's customers by improving service scores and sales through Plane2Paddington, Sales Teams and Turn Up and Go sales team initiatives.

 We’re looking for people who have:

  • Extensive commercial knowledge, preferably gained in travel, retail or hospitality sector.
  • Experience in managing a diverse customer experience focused sales and operations team.
  • Proven experience in delivering career development programmes for direct reports and front line teams.
  • Analytical skills to understand yield management strategies in capacity constrained services.
  • Knowledge of ORR reporting, safety legislations and trade union negioations desirable.

Join us, and you’ll have everything you need to shine and explore the countless career destinations that are available here.

As an equal opportunities employer, we encourage applications from people of all backgrounds. We believe that diverse talent makes us stronger – not least because we welcome all sorts of passengers from all corners of the globe, every single day. At Heathrow, we’re driven by inclusivity and we celebrate individuality.

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