Communications & Knowledge Lead - Customer Care

6 days ago

Richmond, Australia Mecca Brands Pty Ltd Full time

Since our very first day, MECCA’s purpose has been to enable our customers to look and feel their best and we pride ourselves on truly exceptional customer service. We are looking for our next superstar Communications Knowledge Lead to support Customer Care with all information needed to support our customers confidently and effectively.

The Role You Could Play

As our Communications & Knowledge Lead you will support the planning, coordination, and delivery of internal and external communications for the Customer Care team, acting as a key liaison across departments. You will also contribute to team administration, project support, and the continuous improvement of communication strategies and knowledge resources.

Your key responsibilities will include:

- Coordinate internal comms channels (Teams posts, weekly/monthly packs, EDMs)
- Improve Customer Care comms strategy and internal knowledge base
- Liaise with Support Centre teams on campaigns and updates
- Act as the single point of contact for Customer Care across the business
- Align Customer Care activity with broader MECCA internal comms strategy
- Create and manage customer-facing articles and templates
- Support Knowledge Base development with the Product Owner
- Use data to improve content performance and customer self-service
- Research and propose article topics, themes, and content structure
- Coordinate Customer Care projects and crisis comms with relevant stakeholders
- Assist with reporting, campaign coordination, and project duties
- Support event planning, R&R and QA programs, and general team admin
- Help with educational content delivery alongside the Quality & Training Lead

What You Will Bring

You will be a communications expert with a flare for event planning and coordination. Leading a team of two, you will be a collaborative leader who thrives in a fast paced and dynamic environment. Ideally you will have a communications degree or similar and hands on professional internal or external communications experience within a customer focused and cross functional business.

You will also be able to demonstrate the following:

- Proven experience within a changing environment in a growing business
- Excellent written communication and customer service skills
- High level of attention to detail
- Ability to problem solve
- Hands on approach
- Ability to meet deadlines and prioritse in a fast-paced environment
- Advanced Microsoft Office skills
- Experience managing a small team is desirable

Your Life At MECCA

Whilst we are singularly focused on our #CustomerFirst mantra, we know that wouldn’t be possible without an incredible team that is guided by our MECCA values and motivated each and every day to be solutions focused, innovative, collaborative and adaptable, and have a bit of fun along the way

Some of our other team member benefits include:

- Professional development programs and first-class digitised learning offering
- Health and well-being initiatives
- Reward and recognition programs
- Access to bonus and incentive programs
- Access to quarterly product allowance
- Up to 40% discount

There are also so many other ways in which you’ll be made to feel part of the MECCA story as we love to celebrate, surprise and delight our team along the way. To learn more about life at MECCA Brands, follow us on LinkedIn at

MECCA Brands

LI-KG1

  • Community Impact Manager

    2 weeks ago

    Richmond, Australia REA Group Full time

    12 month fixed-term contract - Melbourne or Sydney Based We're REA With bold and ambitious goals, REA Group is changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home. Our people are the key to our success. At the heart of...

  • Customer Compliance Lead

    2 weeks ago

    Richmond, Australia Australia Post Full time

    **Help us deliver a better tomorrow** Australia Post is delivering for all Australians. 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...

  • Customer Experience

    6 days ago

    Richmond, Australia Blackhawk Network Full time

    About Blackhawk Network: Overview: The Customer Experience & Support Lead serves as the primary interface with our Global Centre of Excellence, facilitating daily Customer Service Operations. In this role, you will exercise autonomy in leading and executing customer service initiatives that enhance the growth and reputation of our products and services...

  • Community Care Specialist

    1 week ago

    Richmond, Australia beBeeCare Full time $92,000 - $110,000

    Role OverviewA dedicated Occupational Therapist is required to provide clinical care in the community, focusing on Home Care Packages, Commonwealth Home Support Programs, and Hospital Substitution programs.Deliver targeted occupational therapy for clients with complex health conditions or age-related care needs.Prescribe aids, equipment, and home...

  • Knowledge Manager, Wurundjeri Country

    5 days ago

    Richmond, Australia Berry Street Full time

    **Berry Street is one of Australia’s largest independent family service organisations.**: **We support, value and enable our staff to change lives together courageously. Last year 33,755 Berry Street Support Services were accessed by Youth and Families in Victoria.**: **Together with The Knowledge Manager, we will encourage a knowledge-sharing culture...

  • Community Dsw

    5 days ago

    Richmond, Australia Absolute Care & Health Full time

    **Community Disability Support Worker** **Absolute Care and Health (ACH)** **South Yarra, Melbourne VIC** Fabulous role for Community Support Worker to take the next step in their career - In-home care support - Attractive hourly rates and career growth opportunities - **NORTH EAST MELBOURNE LOCATIONS** **About Us** As a premiere provider of...

  • Warehouse and Customer Care Coordinator

    2 weeks ago

    Richmond, Australia Friends with Frank Full time $65,000 per year

    Friends with Frank is a Melbourne-based fashion label, renowned for its timeless designs and exceptional quality. We cater to customers seeking staple pieces with enduring style, offering head-to-toe outfitting both in-store and online.We are seeking a Warehouse and Customer Care Coordinator to join our small team full-time at our Richmond warehouse in...

  • Customer Care

    2 weeks ago

    Richmond, Australia Nomad Coffee Group Full time

    **Introduction**: Nomad Coffee Group is a collective of people and brands who believe great coffee can make a difference to the everyday. Driven by our shared aspirations, there is always something new to discover and learn. Our brands include Veneziano Coffee Roasters, Coffee Hit, Black Bag Roasters and Flight Coffee. From our best-in-class roasteries, we...

  • Customer Support Manager

    6 days ago

    Richmond, Australia REA Group Full time

    Make an impact leading a collaborative, supportive team delivering great customer experiences daily!- Work across multiple leading property brands impacting millions of users!- Full time contract role until July 2026 based in Melbourne or Sydney We're REA With bold and ambitious goals, REA Group is changing the way the world experiences property. No...

  • Customer Care

    2 weeks ago

    Richmond, Australia Nomad Coffee Group Full time

    **Introduction**: Nomad Coffee Group is a collective of people and brands who believe great coffee can make a difference to the everyday. Driven by our shared aspirations, there is always something new to discover and learn. Our brands include Veneziano Coffee Roasters, Coffee Hit, Black Bag Roasters and Flight Coffee. From our best-in-class roasteries, we...