This is a Senior Customer Communications Manager role with Australian Payments Plus based in Sydney, NSW, AU Australian Payments Plus Role Seniority - senior More about the Senior Customer Communications Manager role at Australian Payments Plus Come for the meaningful work. Stay for the people! Payments sit at the centre of the economy. Every tap, transfer and transaction relies on infrastructure that people trust, often without thinking twice about it. AP builds and operates this infrastructure. The customers we serve include banks, financial institutions and FinTech's, retailers, businesses, not-for-profit, and government agencies, and ultimately millions of consumers who rely on secure efficient payments. We’re looking for a Senior Customer Communications Manager who loves clarity, connection and collaboration just as much as strategy and storytelling. This is a role for someone who can lead B2B customer communications with confidence and warmth, helping our customers feel informed, aligned and genuinely excited about where AP is heading. You’ll play a key role in shaping how we communicate to our customers while being part of a team that truly supports one another. What This Role Is Really About: You’ll lead the development and delivery of clear, consistent and strategic customer communications that connect AP and its customers. Your work will help inspire customer organisations, ensuring they are confident in AP’s direction and leadership. You won’t be doing this alone. You’ll work closely with kind and thoughtful colleagues across AP, in a team that values curiosity and collaboration just as much as high standards. What You’ll Be Doing Day to Day: Develop and implement a comprehensive customer communication strategy to help support key aspects as measured by the AP customer engagement scores. This will involve close collaboration with the Member Engagement Coordinator to ensure the right message is delivered to the right audience, at the right time. Translate complex technical and regulatory topics into clear and actionable communications. Build strong relationships across AP to gather updates and ensure customer communications reflect the customer perspective. Own the end-to-end delivery of the bi-monthly member newsletter, from writing and approvals through to CRM set-up and distribution. Oversee and edit member advice and key customer communications. Deliver a regular cadence of member notices, communications and LinkedIn content. Support the Head of Communications with customer communications during issues or crises. Help build a customer-centric culture by sharing customers stories through internal communications. Collaborate with the broader comms team on AP News & Updates, blogs and podcasts. This role could be a great fit if you are: An experienced PR Manager or Internal Comms Manager looking for your next genuinely interesting gig - where your experience is valued and your judgement is trusted. A seasoned communications leader keen to keep learning, stretching yourself and building new skills in a complex, evolving environment. An experienced Communications Manager who wants to work in a truly wonderful team — full of smart, kind, supportive humans who back each other and celebrate wins together. You’re comfortable leading, happy collaborating, and you know that the best communications come from empathy, curiosity and care. What happens next: At AP, we believe in the power of passion, pride, and purpose. Our team is driven by a shared mission to make a difference in the world of payments, and we're proud to work together towards this common goal. If you’re ready to be a game changer, please submit your application. The Talent Acquisition team will endeavour to review your application and notify you of the outcome within the next two weeks. We want to remove all barriers to inclusion so if you need advice or support with your application, we’re here to help. Please reach out to recruitment@auspayplus.com.au We also encourage you to let us know your pronouns at any point during the recruitment process. AP are not partnering with Recruitment agencies for this role Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Australian Payments Plus team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Developing customer communication strategies Translating complex topics Owning newsletter delivery Key Strengths B2B customer communications ️ Strategic communication Relationship building PR Management Crisis communication ✍️ Content creation Why Australian Payments Plus is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with Australian Payments Plus not with Hatch.
