Head of Landside & Customer Experience

This is an opportunity to be part of shaping the strategic direction of one of the UK's most promising regional airports. As part of our leadership team. You will play a pivotal role in building a modern, resilient, and sustainable aviation hub that serves the regions and sets new standards for environmental responsibility. We're looking for bold thinkers, collaborative strategists, and purpose-driven professionals ready to lead with integrity and ambition. From customer excellence to commercial innovation, your leadership will help define the airport's future and establish a lasting legacy. About the Role The Head of Landside & Customer Experience will be responsible for developing leading and delivering all landside operations and the end-to-end customer experience strategy at Doncaster Sheffield Airport. The role will ensure a safe, efficient, and commercially focused landside environment while driving a high-quality customer experience aligned to the airport's strategic ambitions for growth across both commercial and cargo operations. This role will play a key part in positioning DSA as a leading regional airport by establishing operational excellence, strong stakeholder relationships, and a customer-first culture. Key Responsibilities Include

• Development and implementation of landside operations, policies and procedures to deliver a safe, compliant, and efficient operation of all landside areas, including forecourt management, car parks, access control, and terminal front-of-house services. Ensuring all landside activities meet regulatory, safety, and security standards.
• Lead, coach, and develop the Landside and Customer experience team, promoting accountability, engagement, and high performance. Ensuring appropriate resourcing, training, and capability within the landside operation. Embed a strong safety, compliance, and customer service culture across the team
Their role is critical in ensuring business continuity and prioritising recovery efforts, either through direct involvement or as a designated member of the airport's Incident Management Team.

We're looking for a dynamic and experienced leader to head our Landside & Customer Experience function. The ideal candidate will have a strong background in managing large, diverse operational teams and a proven ability to develop and implement long-term strategic workforce plans. You'll bring excellent forward planning and analytical skills, using data to inform and support key operational decisions. Your communication and influencing abilities will be second to none, enabling you to engage confidently with stakeholders at all levels-from front-line colleagues to senior directors. We're seeking someone who is highly self-motivated, creative, and proactive, with the ability to organise and coordinate teams to deliver shared objectives. For this role you must also hold the below:
• Experience of delivering high-quality customer experience strategies
• IT literacy
• Valid UK Full Driving Licence
  
  Doncaster Sheffield Airport is preparing to relaunch, and we are seeking visionary leader to part of the leadership team who shape and grow the airport for the future.
  
  In return, you will have the opportunity to play a vital role in the successful relaunch of Doncaster Sheffield Airport and be part of a committed team focused on professionalism and continuous improvement.
We can offer:
• Leading defined benefit pension scheme with generous employer contributions
• 29 days annual leave (rising to 34 after 5 years) plus 8 bank holidays
• Eligibility for Shared Cost AVCs
• Relocation package up to £8.5K
• Broad range of family friendly workplace policies
• Health Cash Plan
• Cycle to work and home technology salary sacrifice schemes
• Wide range of employee discounts and wellbeing benefits
• Financial wellbeing support including affordable loans
• Free access to Occupational Health, counselling and physiotherapy
• The opportunity to shape the future of one of the UK's most exciting airport redevelopment projects.