This newly created contract role will lead the end-to-end customer communications implementation during a major transformation project, ensuring customers are informed, supported and able to transition seamlessly with minimal disruption.
Working cross-functionally across ticketing, digital, marketing, customer experience and venue operations, you will play a critical role in shaping a clear, consistent and customer-first transition experience across all customer touchpoints.
This is a unique opportunity to work behind the scenes of one of Australia’s most recognised live entertainment destinations during a high-profile transformation project.
Key Responsibilities:
Customer Communications & Experience:
- Lead the end-to-end customer transition communications strategy during the ticketing platform rollout
- Map and optimise customer journeys across all key touchpoints
- Identify customer pain points, risks and areas of confusion, proactively developing solutions
- Ensure a seamless and consistent customer experience across digital, venue and service channels
- Develop and execute a communications roadmap aligned to project milestones
- Translate complex operational and technical changes into clear, customer-friendly messaging
- Oversee customer communications across:
- Email and CRM journeys
- Website content
- FAQs and help centre updates
- Venue and on-site messaging
- Social and digital channels
- Ensure messaging consistency across all platforms and stakeholder groups
- Lead copywriting and content creation for all customer-facing communications
- Develop messaging frameworks, templates and customer FAQs
- Adapt messaging for different customer segments and levels of digital confidence
- Ensure all communications align with brand tone of voice and customer experience principles
- Identify and manage customer communication risks throughout the transition
- Develop contingency communication plans for service disruptions or customer issues
- Partner closely with customer service teams to prepare for increased enquiry volumes and common customer concerns
- Monitor customer sentiment, behaviour and enquiry trends to identify communication gaps
- Establish feedback loops across customer service and digital channels
- Track and report on key customer metrics including contact volumes, enquiry drivers and customer sentiment
- 7+ years’ experience in customer communications, marketing or customer experience roles
- Exceptional copywriting and editing skills across multiple channels
- Experience managing customer communications through large-scale change or transformation programs
- Strong understanding of digital customer journeys and customer communication best practice
- Experience within high-volume customer environments such as entertainment, sport, ticketing, travel or retail highly regarded
- Strong written communication and storytelling capability
- Customer-first mindset with excellent attention to detail
- Ability to simplify complex information into clear, engaging messaging
- Highly organised with strong stakeholder management skills
- Comfortable operating in fast-paced, evolving environments