Customer Communications Lead

MAG (Airports Group); Manchester; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

MAG (Airports Group) is seeking a Customer Communications Lead to support the execution of communication strategies across its airports. This role involves managing stakeholder relationships, developing communication plans for major projects, and ensuring effective information flow to customers. Ideal candidates will have strong writing and interpersonal skills, with a proactive attitude towards managing change communications.

Benefits

Company pension contribution options up to 10%

Free parking

Subsidised public transport

Huge range of company discounts

2 volunteering days per year

Free VirtualGP service, available 24/7

Care Concierge service

Qualifications

• Experience managing multiple projects simultaneously.
• Strong examples of writing content for campaigns and communications.
• Ability to communicate effectively with senior leaders.

Responsibilities

• Support the Head of Customer Communications in executing the strategy.
• Develop and execute communication plans for transformation projects.
• Maintain relationships with stakeholders and keep communication channels updated.

Skills

Excellent writing skills

Interpersonal skills

Project management

Stakeholder collaboration

Proactive attitude

Job description

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• Based at any of our airports, Manchester, East Midlands or London Stansted
• Hybrid working for a better work / life balance

Why MAG?

At MAG we provide the airport facilities and travel services that people need to connect with the world. As the largest UK owned airport operator, we serve over 60 million passengers a year from Manchester, London Stansted, and East Midlands Airports. With over 270 destinations across the globe, our businesses not only bring people together but also support the prosperity of the regions in which we operate.

Sustainability is one of our core values, and it shapes everything we do. We're committed to protecting the environment and supporting our local communities. Our programmes include airport and airline decarbonisation, comprehensive education, skills and employment support and community engagement initiatives including volunteering opportunities.

At MAG, we recognise creating a first-class journey for our customers starts by creating a first-class career journey for our colleagues and we are committed to building inclusive environments in which our people can thrive. You’ll also have access to some great benefits including:

• Company pension contribution options up to 10%
• Free parking
• Subsidised public transport
• Huge range of company discounts
• 2 volunteering days per year
• Free VirtualGP service, available 24 hours a day, 7 days a week
• Care Concierge service

The role

As a Customer Communications Lead, your primary responsibility is to support the Head of Customer Communications in executing the customer communication strategy across the group. This role focuses on effectively communicating change projects that impact our customers through owned external channels, including social media, customer feedback, and calls and chat, as well as providing guidance to the in-house web team. You will develop and execute customer communication plans for significant transformation projects, such as the Manchester and Stansted transformation programmes and various revolutionary tech projects aimed at delivering a world-class passenger experience. A crucial part of the role is to minimise disruption through effective communication strategies, build excitement for MAG’s strategic projects, and keep our customers informed about project milestones and operational changes. You will build and maintain relationships with key stakeholders ensuring that communication channels are regularly updated with the latest information and updates.

Travel between airports will be required from time-to-time to support on location-specific projects.

What will make you successful in the role?

The ideal candidate will have experience of managing multiple projects at the same time and collaborating with stakeholders across all levels of the business. You will demonstrate excellent writing skills, with good examples of writing content for campaigns, newsletters, emails, etc. Strong interpersonal and relationship-building skills are essential, as is the ability to communicate confidently and effectively with senior leaders across the business. A proactive, self-starting attitude is key, with a track record of taking initiative and driving activity forward. Ideally, you will also have experience in delivering change communications or effectively communicating change to colleagues and customers.

Equal Opportunities & Reasonable Adjustments

At MAG we believe in the importance of diversity & inclusion for all. We are committed to creating a workforce that is reflective of our society. As such we welcome applications from candidates from all backgrounds.

We’re also committed to well-being with a focus on mental health and supporting colleagues from underrepresented groups through our Colleague Resource Groups.

As a Disability Confident employer we are committed to creating an environment where candidates and employees can perform at their optimum. Please let us know if we can provide you with any reasonable adjustments to aid your application or interview process.

You can contact the team by emailing [e-mail]

Our Colleague Resource Groups include: Women’s Network, Embrace - Race & Ethnicity Group, Fly With Pride (LGBTQIA+), Mental Health, Parent & Carers, Disabilities including neurodiversity