An iconic Australian live entertainment and sporting precinct is seeking an experienced Customer B2C Communications Lead / Specialist to support the rollout of a new ticketing platform and customer change program. 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 Communications Strategy & Delivery: 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 Copywriting & Content Development: 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 Risk & Customer Issue Management: 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 Customer Insight & Optimisation: 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 About You 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 Key Attributes Include: 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 To submit an application, please submit your CV via APPLY NOW
