Service Communications Specialist

Are you a creative and strategic communicator with strong copywriting ability? Are you able to empathetically and accurately deliver key information to customers?

**The Opportunity - About the Role**

Stockland is seeking a dynamic individual to join our organisation as **Service Communications Specialist**.

In this newly created role, you will deliver a communication experience that services the needs of customers from deposit to settlement and provides customers with access to information and engagement about their purchase. You will contribute to continuous improvement to maximise customer experience in an ever-changing service landscape and drive productivity gains across digital and content capabilities.

We are looking for someone who can collaborate with our Sales, Marketing and Development teams to build and implement an aligned service communications plan in line with customer purchase journey from deposit to settlement.

**Key Responsibilities**

As the Service Communications Specialist, you will also:

- Deliver a communication planning & execution that is personalised to provide customers with access to information about their purchase.
- Drive productivity efficiencies with the growth of digital communication and automation capabilities.
- Deliver and optimize a Self-Service website experience.
- Connect access to service content to external channels including Social and Third-party channels.
- Continual improvement by evaluating the effectiveness of all marketing communications activities including the success of key messages, channel tactics and timing.
- Partner with Sales and Marketing to leverage community news and buying information to deliver a range of communication experiences.
- Partner with Production & Builder networks to source construction data for communication purposes.
- Maintain solid relationships with business stakeholders, sharing key customer service trends and communication insights.
- Ongoing management and monitoring of key risk, regulatory and compliance obligations focused on privacy, content governance and data security in collaboration with other functional experts.
- Promote a safe, flexible and inclusive working environment.

**About You**

You’re a creative thinker with a strategic mindset, able to develop innovative communication strategies and drive positive outcomes. You have a proven track record of success, demonstrating your ability to navigate complex communication challenges and deliver impactful results.

You also possess the following qualifications, skills and experience:

- Proven experience with **Salesforce Marketing Cloud** or similar software is essential, and you’ll bring experience using Salesforce or another CRM platform.
- Strong track record of partnering with internal and external stakeholders and fostering strong working relationships within a collaborative team environment.
- Demonstrated ability to manage systems, workflow and data in a timely, efficient manner.
- Strong knowledge of the residential real estate industry and settlement process.
- Strong service mindset with content template production and copywriting experience beneficial.

**The Stockland Proposition**

At Stockland we are a community delivering outcomes that benefit the community at large. We work collaboratively and inclusively, building strong working relationships. Our portfolio is diverse and so are the opportunities for professional and career development. We are committed to providing our people with broad experiences to build a successful career.

We recognise the importance of flexibility and work life-quality and over 80% of our employees have informal or formal flexible work arrangements. Additionally, Stockland has a strong commitment to achieving the best outcomes through an inclusive and collaborative culture. Our customers come from diverse backgrounds and we want our teams to reflect this.