Integrated Products & Service Communication Manager

Overview

We are looking for a Communications Manager to lead the planning, development, and execution of communication strategies that bring clarity and impact to product and service initiatives. This role will articulate the vision, value proposition, and customer experience story across a diverse portfolio of inflight and service-related offerings. Working closely with subject matter experts and cross-functional teams throughout the product lifecycle, you will transform complex concepts into accessible, engaging narratives that inspire stakeholders and strengthen customer connection. Key Responsibilities

Develop comprehensive product briefs, content, and narratives for new and evolving products and services. Collaborate with teams across interiors, culinary, inflight entertainment, digital, and design to ensure messaging aligns with brand, CX goals, and overall product vision. Translate technical and operational updates into clear, consistent, and impactful communications for internal stakeholders. Act as communications advisor for product and service programmes, providing executive updates and strategic content. Support launch campaigns and product activations, working closely with Marketing and PR on engagement and press materials. Capture and communicate the rationale behind product features and decisions, creating compelling stories that drive buy-in and strengthen the customer journey. Develop a forward-looking content calendar tied to key events, launches, sponsorships, and transformation milestones. Partner with product and service teams to articulate features, USPs, and benefits into cohesive definitions and narratives. Serve as the single point of contact for communication planning across product and service workstreams. Build KPIs and dashboards to measure the success of communication strategies and initiatives. Candidate Profile

Bachelor’s degree in Communications, Marketing, Business, PR, or related field (Master’s preferred). At least 10 years’ experience in communications roles, ideally in customer experience-driven industries. Strong understanding of CX principles and product positioning. Proven success delivering impactful communication strategies in complex, cross-functional environments. Exceptional writing, editorial, and copy development skills, with the ability to adapt tone and messaging for varied audiences. Skilled at engaging SMEs, senior stakeholders, and diverse teams to achieve alignment. Strong interpersonal and stakeholder management skills with the ability to influence without authority. Experienced in project management and organisational delivery of multiple workstreams. Adaptable, curious, and highly motivated with strong leadership and strategic thinking abilities.

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