Communications & Knowledge Lead - Customer Care

2 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

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