Customer Change and Communications Manager
- Melbourne, VIC
- Permanent
- Full-time
- Develop and implement strategies for disseminating mandatory and change customer communications for complex change programs, ensuring clarity, timeliness, and optimal channel selection
- Write clear, accurate, and effective content for all mandatory communications
- Partner with Legal, Compliance, Product, and Marketing teams to ensure all mandatory communication content is precise, compliant with regulations, and aligned with company policies and brand voice.
- Manage the operational execution of mandatory communication campaigns, including audience segmentation, scheduling, and deployment via relevant platforms.
- Implement and manage robust documentation and record-keeping processes for all mandatory communications to meet legal and regulatory audit standards.
- Provide regular updates to management, Legal, and other key stakeholders on the status, performance, and any challenges related to mandatory customer communications.
- Prior experience gained in the payments industry, along with a strong understanding of Australian regulatory environments relevant to the sector
- 10+ years of experience in communications, with a significant focus on managing operational, regulatory, or mandatory customer communications.
- Experience developing and executing communication plans for complex, sensitive, or legally mandated information.
- Excellent skills in writing formal written communications that require exceptional accuracy, clarity, and adherence to specific guidelines.
- Proficiency in using communication distribution platforms (e.g., email marketing systems, CRM communication modules like Salesforce) for targeted dissemination.
- A pragmatic and collaborative problem-solver, able to navigate complex requirements and work effectively across different business functions
- A team player, able to work at pace in a fast-changing environment