Our client, Miral Destinations is seeking an experienced senior-level Change and Communications Program Manager to lead and execute change management and communication strategies for the launch of the new Yas Island Mobile App, CRM Transformation, and Guest Experience Roadmap initiatives. The role will ensure a seamless transition for internal and external stakeholders, focusing on user adoption, engagement, and business readiness, while also embedding sustainable communication practices into business-as-usual (BAU) operations.

2. Objectives

• Lead and implement change management strategies for the Yas Island Mobile App launch.
• Oversee change and communication efforts for the CRM Transformation initiative.
• Develop and execute a Guest Experience Communication Strategy aligned with the overall roadmap.
• Ensure stakeholders are engaged and informed through structured change and communication planning.
• Establish a sustainable internal communications framework to support alignment across business functions.
• Ensure consistency and alignment of communication content across all digital channels (CRM, websites, mobile app, social, and internal platforms).

3. Scope of Work

3.1 Change Management Strategy

• Conduct change impact assessments for each initiative.
• Develop a structured change management framework and roadmap.
• Engage with internal teams, leadership, and partners to ensure seamless adoption.
• Track and measure the effectiveness of change initiatives.
• Embed change ownership within business units for long-term adoption.
  

3.2 Communications Strategy & Execution

• Design and implement an internal and external communications plan for the mobile app launch.
• Support & coordinate with CX,Products/Sales, CRM, Digital Marketing, and Brand teams to align communications & messaging across all customer facing channels.
• Develop and govern a centralized communications calendar to streamline messaging across departments and reduce duplication.
• Develop communication toolkits, FAQs, and training materials.
• Manage stakeholder engagement plans and feedback loops.
  

3.3 Stakeholder Management & Training

• Collaborate with internal teams, marketing, IT, and leadership to ensure alignment.
• Facilitate workshops and training sessions for internal teams and partners.
• Support leadership in preparing communications and briefings.
• Define and maintain BAU content governance practices for all digital channels.
• Establish clear roles, responsibilities, and escalation paths for communication approvals and updates post launch.
• Drive cross functional collaboration to support campaign planning, prioritization, and execution.

4. Contract Duration

This contract will last for 12 months, with the possibility of an extension based on project requirements and performance.

5. Deliverables

• Comprehensive Change and Communications Strategy
• Change Impact Assessments and Stakeholder Engagement Plans
• Internal and External Communication Toolkits
• Communications Alignment and BAU Process Documentation
• Content Governance Framework across Digital Channels
• Training and Adoption Framework for Employees and Partners
• Progress and Performance Reports

6. Qualifications

• Minimum 10 years of experience in Change Management, Communications, or related roles.
• Proven track record of managing large-scale change initiatives and product launches.
• Strong stakeholder engagement, project management, and communication skills.
• Experience building and sustaining cross-functional communications programs.
• Familiarity with customer experience and digital product adoption best practices.