Passenger Information Lead

Job Purpose

The Passenger Information Lead is a proactive and detail-oriented key member who is responsible for all passenger-facing communications. This role ensures that all information, from digital platforms to on-the-ground signage and announcements, is accurate, consistent, and delivered effectively.

Responsibilities/Duties

Profil de candidat recherché :

• Ensure all passenger information is accurate, clear, and consistently updated across all communication platforms, including physical signage, digital displays, announcements, websites, roll-ups, brochures, and social media channels.
• Conduct regular audits and reviews of all passenger-facing content to identify outdated or unclear messaging, and coordinate immediate updates as needed to maintain reliability.
• Coordinate with relevant teams and departments to ensure that all passenger communication materials reflect the latest operational changes, branding, and service updates.
• Lead the execution of communications-related production projects such as exhibitions, events, brand activations, and special awareness campaigns aimed at enhancing passenger understanding and engagement.
• Oversee the creative development and production process of communication materials, from concept briefing and design approval to printing, installation, and quality control.
• Collaborate with event planning and branding teams to ensure all communication elements used during events and activations are aligned with corporate messaging and standards.
• Identify areas for improvement in the passenger journey, particularly where communication can play a role in reducing confusion, improving wayfinding, or enhancing the customer experience.
• Proactively propose communication improvements based on passenger feedback, journey observations, or international best practices in transportation communication.
• Serve as a key point of contact for cross-functional coordination, working with internal departments, technical teams, customer service, and external vendors to align timelines, budgets, and deliverables for project updates.
• Manage all approval processes related to passenger communication with NAT (National Authority for Tunnels), ensuring timely submission of documents, follow-ups, and alignment with regulatory requirements.
• Take full accountability for assigned communication tasks and projects, ensuring they are delivered on time, within scope, and to the highest quality standards from planning through to execution.
• Maintain consistency with brand guidelines, tone of voice, and messaging strategy across all internal and external passenger touchpoints, ensuring every communication reflects the organization’s image and values.
  
  

Qualifications

ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

• Bachelor’s degree in journalism, Communications, business, or related field
• Perfect command of the Arabic and English languages
• Marketing background with emphasis on BTL (Below the Line) marketing is highly preferred.
  
  

Knowledge

• Excellent written and verbal communication skills, including the ability to compose clear and concise messages and deliver strong presentations.
• Strong project management skills with experience in vendor management, procurement, and an understanding of production agency scopes of work (SOW).
• Highly organized and detail-oriented, with expertise in sourcing, collecting, and disseminating information. Must be well-informed on all activities impacting passengers.
• Proven ability to build and maintain cooperative relationships with internal and external partners.
• Proficiency in Microsoft Office applications (Word, PowerPoint, Excel, Outlook).
  
  

Experience

• 8 -10 years of experience in Customer Service or Marketing and Branding based work environment.
  
  

(Multiple branding and signage will be preferred).

Desired Behaviors & Experiences

• Strong coordination and project management skillset, combined with a passion for enhancing the passenger journey through continuous improvements and high-quality execution of communication initiatives.
• Effectively maintain a calm and soft-spoken presence, expressing ideas with clarity and impact during challenging situations.
• Customer oriented, able to anticipate, understand, react to situations, and satisfy customers’ needs.
• Proactive in identifying and resolving issues.
• Rigor in executing and applying instructions and procedures.
• Strictly go by the rules of conduct and procedures.