Manager – Communications

1. Role Objective

The Communications Manager will lead the development and delivery of the airline’s communication strategies

across service, commercial, and disruption touchpoints, ensuring timely, accurate, and customer-focused messaging. The role will be responsible for reviewing and auditing all current and future communications across

all customer touchpoints — including airport and in-flight announcements, online and offline channels — to ensure the highest quality, consistency and full adherence to brand values, guidelines, and tone of voice. A

strong background as a copywriter is essential to bring precision, creativity, and consistency to all messaging. In addition, the manager will define and drive the company’s sustainability strategy and narrative, embedding environmental and social responsibility into the brand story and corporate communications. This position is pivotal in strengthening brand reputation, supporting

2. Duties and Responsibilities:

Key Responsibilities:

Service, Commercial & Disruption Communications

• Develop and implement clear, timely, and customer-centric communications for operational updates, service changes, and disruptions.

• Review, audit, and approve all communications across all touchpoints, including airport announcements, inflight scripts, customer correspondence, digital channels, and printed materials, to ensure quality and brand consistency.

• Partner with operational, customer service, and commercial teams to ensure proactive and consistent messaging across multiple channels.

• Oversee commercial campaign communications, including promotions, partnerships, and route launches.

• Manage real-time crisis and disruption communications to minimize customer impact and protect brand trust.

• Ensure all communications align with brand tone, values, and regulatory requirements.

Sustainability Strategy & Narrative

• Define the airline’s sustainability strategy in line with corporate objectives and industry best practices

(ESG) commitments into brand storytelling.

• Work with cross-functional teams to identify, track, and communicate sustainability initiatives and performance.

• Create and manage sustainability reports, press releases, and content for internal and external

stakeholders.

• Act as spokesperson for sustainability topics when required.

Stakeholder Engagement & Internal Collaboration

• Collaborate with leadership and department heads to align communications and sustainability efforts with strategic priorities.

• Maintain relationships with media, industry bodies, and sustainability organizations.

• Provide guidance and training to internal teams on messaging, tone, and sustainability positioning.

Monitor industry trends, competitor activity, and regulatory changes to inform strategy

Key Competencies:

• Strategic thinking and systems approach

• Stakeholder management and influencing

• Project management and cross-functional leadership

• Creative content development

• Data interpretation and reporting

• Copywriting

• Perform any other related tasks as assigned by the Management.

KEY INTERACTIONS:

Internal

All Departments.

Key ones:

• Corporate Communications Team – for brand guidelines, tone of voice, and media relations

coordination.

• Operations & Airport Services – for service updates, disruption management, and airport

announcement content.

• Inflight Services & Cabin Crew Management – for inflight announcements, service updates, and onboard communications.

Guest Relations & Contact Centre – for customer-facing messaging consistency.

• Marketing & social media – for campaigns, promotions, partnerships, and route launch

communications.

• Loyalty – for member engagement

• e-Commerce - for updates across digital touchpoints (website, mobile app).

• IT & Digital Teams – for updates across digital touchpoints

• Legal & Compliance – for regulatory adherence and risk management in communications

External:

Media & Press – for news, announcements, and reputation management.

• Brand & Marketing agency – for campaign alignment.

• Regulatory Authorities – for compliance in public communications and sustainability reporting.

• Airports & Ground Handling Partners – for coordinated customer announcements and service messaging.

• Sustainability Organizations & Industry Bodies – for partnerships, benchmarking, and advocacy.

• Travel Trade Partners (tour operators, OTAs, agents) – for commercial campaign alignment.

MINIMUM EDUCATION, QUALIFICATIONS & SKILLS

Qualifications:

Required:

• Bachelor’s degree in communications, Public Relations, Marketing, Environmental Studies, or related field (master’s added advantage).

• 8 years’ experience in corporate communications, preferably within aviation, travel, or related industries.

• Demonstrated experience in developing sustainability strategies and narratives.

• Strong knowledge of airline operations, customer communications, and crisis management.

• Proven professional experience as a copywriter, with the ability to produce high-quality, on-brand content.

• Excellent writing, editing, and storytelling skills.

• Ability to work under pressure, manage multiple priorities, and respond quickly to fast-changing situations.

• Understanding of ESG reporting frameworks and sustainability communications best practices.

Proficiency in digital communications tools and analytics.

Preferred:

• Master’s degree in Sustainability, Communications, or Business.

• Experience with sustainability certifications (e.g., ISO 14001, CDP, IATA environmental programs).

• Familiarity with sustainable aviation trends, such as SAF, electrification, and carbon offsetting.

Must:

Fluency and English and Arabic are mandatory

Special Skills & Knowledge:

Strategic Communication Planning

Ability to develop and implement integrated communication strategies across commercial, operational, sustainability, and crisis domains.

➢ Project Management & Execution

Strong organizational skills to manage multiple campaigns and initiatives simultaneously with attention to timelines, budget, and impact metrics.

➢ Crisis Communication & Reputation Management

Expertise in crafting and delivering timely, accurate responses during highpressure situations (e.g., flight disruptions, incidents, regulatory issues).

➢ Media Relations & Spokesperson Skills

Confidence and clarity in dealing with journalists, TV/radio interviews, and public speaking engagements.

➢ Content Creation & Storytelling

Ability to translate complex topics (e.g., ESG performance, operational data) into compelling narratives tailored for diverse audiences and platforms.

Digital Communication Proficiency

Knowledge of digital media strategies, including social media management, content planning, online reputation monitoring, and customer engagement tools.

➢ Stakeholder Engagement

Skill in managing relationships with government bodies, aviation regulators, NGOs, investors, and the local community.

➢ Cross-Cultural & Local Sensitivity

Ability to navigate cultural nuances and sensitivities in Oman and the wider GCC region when communicating both internally and externally.

➢ Team Collaboration & Influence

Strong interpersonal skills to work cross-functionally with commercial, HR, operations, sustainability, and executive leadership teams.

➢ Data-Driven Communication

Comfort with sustainability metrics, KPIs, and data visualization to support transparent ESG reporting and performance communication.

➢ High attention to detail

➢ Strong people manager/leader