London
Heathrow Airport

Strategy:

• Development of retail strategy for Heathrow Airport, including terminal, merchandise and retail category strategies, to deliver sustainable long-term growth.

• Communication of commercial strategy for Heathrow development projects, including 10-year Heathrow masterplan.

• Responsible for retail forecasting for 5-yr regulatory period (Q6) – analysis of market trends, capital investment projects, key economic impactors.

• Developed retail strategy (6 Retail Directions) and merchandise plan for new T2.

 

Space Management and Development:

• Identified new opportunities and initiatives to drive step changes in retail income at Heathrow Airport.

• Actively challenged the ‘norms’ of the business in order to maximise the use and productivity of airport space.

• Implemented retail space strategy projects delivering incremental income of over $20m p.a.  Before leaving developed further planned opportunities to drive an additional $20-30m income over 3-4 years.

• Identify capital investment opportunities.  Develop and write compelling business cases.

 

Stakeholder Management:

• Internal (Operations and Development) and external (airlines) stakeholder management to secure project funding and buy-in, including airlines, operations, and infrastructure.

• Led airline engagement for retail during regulatory process, achieving high level of agreement for commercial projects

 

eCommerce/Website

• Launched Heathrow retail Reserve and Collect service and achieved retailer product support.

• Developed B2B data sharing website to promote closer strategic working relationships with retail business partners.

 

KPI Reporting/Analysis and Passenger Data

• Responsible for managing all KPI data reporting.

• Detailed analysis of passenger behaviour research data.

• Recommendations for exit of poor performing retail units.

• Ensuring merchandise mix is targeted to passenger requirements.