Communications & Engagement Strategist

We use our expertise and products to craft customer experiences. Our range of services helps global brand acquire, engage and retain choice-rich customers.

© 2023 Collinson International Limited. Registered in England & Wales under registration No. 2577557
Registered address : 3 More London Riverside, London, SE1 2AQ
, United Kingdom.

Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.

Collinson is the operator of Priority Pass, the world’s original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special. We work with the world’s leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, Easy Jet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 2,200 global colleagues.

Purpose of the job

The Communications Strategist is a senior leader in shaping how Priority Pass engages millions of travellers worldwide. They translate deep insight, audience understanding, and strategic business direction into sophisticated messaging frameworks, compelling campaign narratives, and integrated channel strategies that elevate the end-to-end member experience across email, app, in-product messaging, and lifecycle journeys. Operating as a trusted strategic advisor to cross-functional teams, they provide clarity, strategic direction, and disciplined campaign planning—ensuring Priority Pass delivers coherent, high-impact communications globally and a unified brand experience across all touchpoints.

Key Responsibilities

Strategic Communication & Campaign Planning

· Lead the strategic development of communication plans for global and regional campaigns, including newsletters, seasonal travel initiatives, lifecycle programmes, and product or feature communications.

· Own and direct campaign planning across channels (email, push, in-app, web, paid, social), ensuring communications are integrated, audience-led, and aligned to channel strengths.

· Develop messaging hierarchies, core value propositions, and overarching narratives that articulate the Priority Pass promise and strengthen brand equity.

· Drive long-range communication planning, ensuring campaigns and journeys connect to wider business priorities and customer strategy.

Insight-Driven & Consumer-Led Planning

· Leverage consumer insights, segmentation, travel behaviours, market trends, and performance analytics to inform communication strategy.

· Shape strategic frameworks and campaign storylines that resonate with diverse traveller segments across regions.

· Partner closely with content teams to elevate the sophistication and relevance of travel inspiration, utility content, and product storytelling.

· Apply commercial acumen to ensure communication strategy contributes to product adoption, engagement, and revenue outcomes.

· Govern message consistency through the creation and stewardship of messaging matrices, journey plans, and contact strategies.

Cross-Functional…