Customer Communications and Stakeholder Engagement

**Help us deliver like never before**
Australia Post is delivering like never before. 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 (12 Month Fixed Term Contract) 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 strategies to mitigate reputational risk.

**You’ll be responsible for**:

- 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, often on project teams
- Proactively developing and maintaining strong internal relationships, to collaborate and share knowledge ensuring an aligned and integrated approach to the way 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 the Internal Communications, Media, Government Relations, Social Media, Marketing and Corporate Responsibility teams.

**About you**

You are a communications and engagement specialist, who excels in creating clear, relevant and engaging content to communicate with a range of stakeholders. You enjoy building strong relationships with stakeholders and thrive in a fast-paced environment managing multiple programs 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
- Demonstrated understanding of political and regulatory environment
- Proven ability to mediate across multi-functional 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
- Demonstrated interpersonal, change communication and project management skills
- Experience working with senior leaders and an ability to influence outcomes
- High-level conceptual thinking, analytical skills and the ability to work effectively in a fast paced, changing business environment
- Outstanding communication and interpersonal skills, particularly the ability to gain the cooperation and trust of colleagues
- Commitment to active participation as a member of a team and to work cooperatively and collaboratively to achieve best practice results

**How we’ll deliver for you**
- Join one of the most culturally and linguistically diverse workforces in Australia, where we’re all ages, genders and come from all walks of life.
- We deliver on our values of Trust, Inclusivity, Empowerment and Safety every day. They’re the TIES that bind our team together.
- Immerse yourself in the AP Way - where every single team member partakes in a learning module to help understand the vital role we play in delivering on our strategy and purpose.

**We’re delivering together**

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

**One last thing