Head of Landside & Customer Experience

Head of Landside & Customer Experience

Location: Doncaster Sheffield Airport
Salary: Grade SMG, £72,379 – £78,160 (pay award pending)
Contract: Permanent, Full Time
Hours: 37 hours per week
Flexible Working: Flexible working requests will be considered.
Closing date: 5th July 2026

Doncaster Sheffield Airport is preparing to relaunch, and we are seeking a visionary leader to become part of the leadership team that will shape and grow the airport for the future. This is an opportunity to drive 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.

The Head of Landside & Customer Experience will develop, lead, and deliver all landside operations and the end‑to‑end customer experience strategy at Doncaster Sheffield Airport. The role ensures 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. It also plays a key part in positioning DSA as a leading regional airport by establishing operational excellence, strong stakeholder relationships, and a customer‑first culture.

• Develop and implement 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. Ensure appropriate resourcing, training, and capability within the landside operation. Embed a strong safety, compliance, and customer service culture across the team.
• Participate as a designated member of the airport’s Incident Management Team to prioritise recovery efforts and ensure business continuity.

We are looking for a dynamic and experienced leader with a strong background in managing large, diverse operational teams and a proven ability to develop and implement long‑term strategic workforce plans. You bring excellent forward‑planning and analytical skills, using data to inform and support key operational decisions. Your communication and influencing abilities will enable you to engage confidently with stakeholders at all levels, from front‑line colleagues to senior directors.

We seek someone who is highly self‑motivated, creative, and proactive, with the ability to organise and coordinate teams to deliver shared objectives.

• Experience of delivering high‑quality customer experience strategies.
• IT literacy.
• Valid UK full driving licence.

• 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.
• Opportunity to shape the future of one of the UK’s most exciting airport redevelopment projects.

Please ensure you view the job summary as you will need to demonstrate in your application form how you meet the required criteria.

If you require support with completing the application or with interview skills in general, please contact the Advance team via email advanceem or visit  for further details.

It is anticipated shortlisting will take place week commencing 6th July 2026 and that interviews will be held week commencing 13th July 2026.

For further details or to arrange an informal chat, please email dsa and we will respond to arrange a convenient time.

To apply for the role please complete the attached application form and return to dsa

Civic Office
Waterdale
Doncaster
DN1 3BU