Senior Retail Data & Systems Manager

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Job Description

The Senior Retail Data & Systems Manager is a key role within the Retail function, focused on ensuring that business systems and data processes fully support commercial objectives and Retail operational needs. It will be responsible for developing, maintaining, and supporting Retail business systems (acting as the Product Owner) so they align with strategic goals and operational requirements.

Responsibilities

• The Senior Retail Data & Systems Manager serves as the business owner for a Salesforce-based platform, taking full responsibility for its development roadmap and ensuring that all enhancements align with business priorities. This includes managing the delivery of sprint points through a third-party development partner, overseeing both the strategic pipeline and quick-win initiatives, and ensuring that progress is tracked and communicated effectively. The role requires internal prioritization, team management, ownership and a good technical understanding while externally reporting successes, risks, and failures at a senior level, providing clear visibility of system performance and development outcomes.

• A critical accountability is maintaining the integrity and accuracy of Retail data by leading data collection, validation, and reporting processes. The manager collaborates closely with Retail Category teams, Finance, IT, and Business Support Teams to identify, analyse, and resolve data issues quickly, minimising disruption to month-end financial activities. In addition, the role owns real-time solutionizing and rectification of issues, working hands-on with the line-level team to troubleshoot and resolve problems as they arise.

• The position provides expertise on Retail business systems, guiding enhancements and integrations that improve operational efficiency and support the development of reporting tools that enable effective decision-making and strategic planning. Driving continuous improvements in data quality is essential, ensuring that reporting outputs meet high standards and support commercial objectives.

• The role should bring a technical creativity through long-term vision; allowing us to both improve the here-and-now but with a view to how those improvements ladders into new and innovative ways of getting high value from our existing data, as well as identifying opportunities to integrate, include or source new data. The manager will be responsible for building the business validation for any incurred costs, and working with key system stakeholders to ensure data gets ingested and transformed in a way which meets the needs of the business.

• As the primary point of contact for system-related queries, the manager coordinates with IT teams to resolve technical challenges and supports change management efforts by delivering training and guidance on system updates and enhancements. Strong stakeholder management is vital, requiring proactive engagement with internal and external partners-including Retail Account Managers, Retail Brand Partners, Business Services Team, IT, Finance, and Commercial Data & Analytics teams-to resolve data discrepancies and maintain confidence in system outputs.

• The role also supports business-as-usual activities and other commercial systems-related initiatives, ensuring that process documentation and training guides are consistently maintained and updated to reflect any changes. Through these responsibilities, the Retail Data & Systems Manager ensures that systems and data processes not only meet operational needs but also drive strategic improvements across the Retail function.

Qualifications

• Strong knowledge of development pipelines, contractual business systems, data management, and reporting processes in a Retail environment (or similar)
• Experience in process development and system management within a commercial environment.
• Proficiency in data analysis, ensuring accuracy and integrity in reporting.
• Ability to work collaboratively with cross-functional teams to resolve data and system-related issues.
• Strong problem-solving skills with a proactive approach to system and process improvements.
• Excellent communication skills to liaise effectively between internal and external stakeholders.
• Experience of maintaining data integrity to drive efficiencies that support strategic decision-making and business growth.

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 five 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 Customer team that drives our profitability across everything from retail, property and airport transport, through to passenger services, forecasting and contracts with airlines. Customer insight is at the heart of what we do, supported by a strong commercial strategy. We have a pioneering agenda for digital, e-commerce and innovation, as we look to transform the way our passengers spend at our airport.

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.