Customer Communications

3 weeks ago

Melbourne, Australia Australia Post Full time

**Help us deliver for Australia**

Australia Post is delivering for Australia. From the vehicles that we drive, to the small businesses that make our communities thrive. We’re delivering for the environment, for our communities, for our customers and for our people. We’re moving forward and we want you to come along for the ride.

**About the opportunity**

The Customer Communications and Stakeholder Engagement Manager is an important part of the team that is executing an integrated, strategic stakeholder strategy. This role will be responsible for delivering influential messaging for customers, and implementing activity to mitigate reputational risk.

**What you’ll deliver with us**
- Developing and implementing customer communication and engagement plans, including the development of materials such as eDMs, digital content, FAQs, team member briefings and customer service scripts. This requires working across the enterprise, managing project elements across multiple team
- Proactively developing and maintaining strong internal relationships, to collaborate and share knowledge ensuring an aligned and integrated approach to how we communicate with customers. Our internal engagement is as important as our external engagement as the role works with others in a highly matrixed organisation
- Proactively addressing stakeholder issues and supporting solutions that meet business requirements and stakeholder and customer needs
- Establishing and maintaining positive and productive relationships with key external stakeholders in support of Australia Post’s strategic aims
- Contributing to the protection and enhancement of Australia Post’s brand and reputation in conjunction with other teams, including Corporate Communications, Government Affairs, Social Media, Marketing and Community teams

**About you**

You are a communications and engagement specialist, who excels in understanding the needs of stakeholders and developing relevant communications materials to support business priorities. You enjoy building strong relationships and thrive in a fast-paced environment delivering multiple projects simultaneously. You’re eager to get stuff done, and approach your work with enthusiasm, attention to detail and a strong customer focus.

**What are we looking for?**
- Experience in a similar role within a large complex corporate and/or government environment
- Demonstrated experience in developing clear communications plans and materials for specific audiences
- Ability to communicate complex information simply
- Experience working with a project management mindset, coordinating internal stakeholders, managing timelines, ensuring governance is front of mind
- Proven ability to work across multi-functional projects or multi-discipline teams in order to achieve agreed objectives
- An ability to juggle competing demands and priorities; and balance strategic and tactical priorities to deliver outcomes
- Ability to work effectively in a fast paced, changing business environment
- Commitment to active participation as a member of a team and to work cooperatively and collaboratively to achieve results

**How we’ll deliver for you**
- We invest in you for the long-term, encouraging growth through delivering on our values of trust, inclusivity, empowerment, and safety. We will help you develop your skills and steer along a career path that works for you
- Be part of a culture where everybody feels they belong, are valued, and can bring their authentic self to work every day
- We invest in your personal wellbeing, recognise, and reward you for your contribution to our success with Post Perks and more

**We are delivering togethe**r

At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live, and gather as employees.

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