customer relations Heathrow, England
Job description
This is a key time to be joining British Airways as we Build a Better BA. We take huge pride in our past – but we’re looking to the future as an airline that loves embracing the best of modern Britain. Our country’s creativity, diversity, style, wit and warmth are the same special qualities that make us who we are. If you’re made of the same qualities as us, you could soon be part of the next chapter of our story. Together as one team, we’re connecting Britain with the world and the world to Britain like no one else
Ready for a new challenge, where no two days are the same? Look no further.
If you are passionate about sustainabilty, finding innovative solutions, learning new skills, and influencing others to make a difference, then this opportunity could be for you.
An outstanding opportunity has arisen for a sustainability advocate with proven project management and influencing skills to join the Customer Sustainabilty Team, taking on responsibility to achieve our BA Better World targets.
This is an exciting role where you will learn more about how sustainabilty influences every touchpoint in the customer journey, driving the change to reduce waste and single use plastic across catering units, laundry units, onboard, and in the lounges.
The Role
As the Customer Sustainability Manager, you will be responsible for delivering to our Customer Sustainability Targets:
- A zero-based approach to single use plastic across the Customer Experience.
- 50% reduction in food waste by 2025.
- 20% reduction of waste per passenger by 2025.
- 40% of onboard waste recycled by 2025.
Reporting into the Head of Customer Strategy and Planning, you will be responsible for embedding sustainability best practices into Customer Experience and Brands, advising on circular economy principles.
The most rewarding part of this role is seeing how your work helps contribute towards the BA Better World Goals, making tangible differences towards a more sustainable future.
Duties will include:
- Responsible for the development and delivery of the Customer environmental sustainability strategy that delivers to our corporate BA Better World sustainability targets.
- Champion a sustainability mindset across the Customer Experience and Brand teams and ensure this translates into meaningful improvements in our end-to-end experience for our customers
- Lead the project plan to embed circular economy principles within customer supply chain, laundry units, and catering facilities.
- Work with the comms, marketing, PR, and legal teams to communicate our sustainability initiatives and achievements across multiple internal and external channels.
- Responsible for onboard recycling and the roll out of recycling at outstations.
- Lead waste management solutions onboard to deliver to our onboard waste targets
- Support the compliance team to ensure we adhere to sustainability legislation and single use product restrictions across Customer Experience and Brands.
- Work with legal teams and product teams to understand our position in relation to single use product restrictions worldwide that affect our operation.
Your skills and experience
- I have an understanding of current and upcoming sustainability reporting requirements and an in-depth understanding of circular packaging issues and waste (essential).
- I have a passion for sustainability (essential).
- I am action orientated and can collaborate with others to inspire change (essential).
- I can build and develop effective working relationships across all levels and cultures whilst challenging appropriately (essential).
- I have previous experience in managing projects with multiple collaborators (essential).
- I have strong communication and influencing skills (essential).
- I can analyse data from different platforms to inform decision making (essential).
- I have strong commercial acumen and financial understanding (desirable).
- I have experience of working in a customer facing area (desirable).
- I have a degree or equivalent professional qualification (desirable).
Your impact on British Airways will be rewarded with a competitive rewards package plus the opportunity to develop and progress your career in many directions.
Not only will you have the chance to further your career development within BA, you’ll have access to our competitive reward and benefits package. This includes core company paid benefits such as a Defined Contribution pension scheme, generous Life Assurance cover and a whole host of options to support your physical, mental and financial wellbeing. You can also sign up for a range of voluntary benefits such as Private Medical cover, Dental and Critical Illness cover, Technology Scheme, Cycle to Work and Electric Car Scheme. And of course, you’ll be able to enjoy the benefit of staff travel as soon as you join us
At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work. Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.
N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities
