Service Communications Manager

Company description:

We're a community: a supportive, empowered team that works as one to create better places and experiences for everyone, including ourselves. We're committed to building an inclusive workplace where diverse perspectives are welcomed, and everyone feels a genuine sense of belonging.

Job description:

The Opportunity - Help inspire places people love to live

This newly created role is your opportunity to set the national direction for how Stockland communicates with customers throughout the journey from deposit to settlement and beyond. You will own the service communications strategy, establish quality standards, and lead the uplift of communication capability across the organisation.

As the leader of a small but high impact team, you will champion best practice, ensure consistency across channels, and influence how Stockland shows up for customers every day. Your work will play a key role in building trust, reducing rework, and strengthening the customer experience at scale.

We're Looking For ….

• A strategic leader who can build, own and implement a national service communications strategy.
• A content and knowledge leader who can build the end-to-end framework for service communications and knowledge management, including governance, taxonomy, maintenance processes and quality standards.
• A communicator with sound judgement who can drive clarity, uplift quality and guide teams across multiple business units.
• A coach and influencer who brings structure, governance and consistency to how we communicate.
• A trusted partner who can constructively challenge, improve processes and shape decision making.
• A systems thinker who understands how content, knowledge, channels and service interactions connect.

What You'll Do

• Lead the national strategy, standards and governance for service communications across email, social and digital channels including AI.
• Review and approve customer facing service eDMs, ensuring clarity, accuracy and alignment with brand and customer expectations.
• Guide national service focused social engagement, including escalations and after hours processes.
• Design and implement the national content and knowledge framework, including governance, roles, workflows, approval processes and quality controls
• Coach teams to reduce rework, uplift quality and support nationally consistent ways of working.
• Partner with cross functional teams to clarify roles, improve processes and enhance the customer experience.
• Manage the external social media partner to ensure high quality performance and continuous improvement.

About You

Experience & Skills That Count

You are a confident and people centred leader with strong experience in service or customer communications. You bring sound judgement, a focus on quality and a calm, collaborative approach. You know how to influence, uplift capability and create clarity across teams.

You bring:

• Strong experience across email and social communications
• Excellent written communication and attention to detail
• Confidence in influencing and constructively challenging stakeholders
• Experience leading or guiding social engagement
• Ability to manage competing priorities in a fast paced environment
• A customer first mindset with clarity, empathy and trust at the core

The Right Mindset

• Customer first mindset
• Calm, collaborative
• Clarity, empathy and trust

If you need adjustments during the recruitment process, just let us know.

Apply Today

Stockland - a better way to live