Retail Account Manager - Coffee (F&B), Bureaux and Vending

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Job Description

The Retail Account Manager - Coffee (F&B), Bureaux and Vending position is dedicated to collaborating with Retail Business Partners within the Bureaux, Essentials, Tech, Vending categories, as well as working with internal stakeholders. The aim is to elevate both sales and passenger experience across all retail outlets and commercial services within the terminal. This involves comprehending primary performance indicators and strategizing/reporting accordingly utilizing various data resources. These may range from sales in comparison to budget metrics, Spend per Passenger figures, Health & Safety audit outcomes, Mystery Shopping results, to Quality Service Management (as applicable).

Responsibilities

• Ensuring all Business Partners operate within all Heathrow's Fire and H&S policies.
• Developing retail action plans for accounts to achieve financial Business Plan targets while working with Senior Account Managers to agree these.
• Ensuring business partners are working within the parameters of our vision, to give passengers the best airport service in the world.
• Identifying and incorporating new opportunities, operational activities and work streams that maximise safety, service and sales opportunities.
• Supporting Standards and Service initiatives set out by the Company (Retail Manager/ Terminal Operations/ Services/Senior Account Manager/Head of Category).
• Keeping abreast of all Terminal developments and projects to identify and implement tactical opportunities, marketing promotions and joint initiatives to increase average transaction value.
• Using available data and analytics to inform decisions and develop solutions to grow sales and income, whilst improving the passenger experience, to continually improve the efficiency of our business partners operations
• Assisting with operationally setting up new business partners at Heathrow, being the first point of contact/escalation and acting as a conduit for all operational queries such as recruitment, ID process, stock management and deliveries. (This includes ensuring databases are correct).
• Being the "boots on the ground" in the terminal.

Qualifications

• Experience within Heathrow Retail or a high street/travel hub retail operations environment.
• Experience delivering projects which drive 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.
• Good planning and organisational skills.
• Highly self-motivated and team player.

Ideally you will have

• Familiarity and understanding of Health and Safety regimes and audits an advantage.
• Knowledge/experience of business planning process and using Power BI

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About Us

There's something so special about working at the world's most iconic airport. Its sights. Its sounds. Its constant air of excitement. Heathrow is an amazing backdrop to a career filled with unique opportunities.

Every day, you'll discover a world full of fresh possibilities and end the day buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full of pride for what we do and no end of exciting career prospects to explore.

It brings out the best in all of us. And inspires everyone to deliver on our ambitious plans. Together, we're working to welcome millions more passengers while ensuring aviation can continue to be a force for good by leading global efforts in sustainability.

Join us on that journey and we'll help you achieve your ambitions too. Supporting you to learn, encouraging you to be yourself, backing you to achieve more than you might ever have imagined. Because there's no place like Heathrow.

Our rewards

We offer competitive salaries and excellent benefits that will support you now and in the future. As well as performance-based annual bonuses and our longer-term Share in Success Bonus plans, we also offer generous annual leave allowances and market-leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we'll support you to be at your best inside and outside work. And of course, we'll provide varied learning and development opportunities too. Here you'll find everything you need for a fulfilling career journey that can take you in exciting directions.

Working Location

Our Hybrid working approach offers the opportunity for colleagues in some roles to work from home for an average of two days a week, providing the flexibility to work in an agile way whilst ensuring we deliver for the operational needs of Heathrow. Working arrangements vary from team to team and will be 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 that everyone can access.

Equal Opportunities

As an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger - not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work. With four diversity networks, we champion inclusivity and celebrate individuality.

About the Team

Heathrow is a city within a city. And there's no place like it when it comes to the scale of our ambitions. You'll be part of a Commercial team that drives our profitability across everything from retail, property and airport transport, through to passenger services and contracts with airlines. At the centre of everything, we have a pioneering agenda for digital and e-commerce, as we look to transform the way our passengers spend at our airport. That's because we want to drive innovation, as well as growth.

We believe the best way to drive growth across our iconic airport is by improving the services offered within it. So although we know generating income is critical to driving our business forward, we're also passionate about delivering the best possible passenger experience. You'll help us to get the balance right - not least so we can continue investing in an airport that leads the world.