Customer Marketing Comms Coordinator & Copywriter

About HERO

HERO is an independent agency that has won multiple awards nationally and internationally for its creative and strategic work. The team focuses on helping brands stand out and has delivered campaigns for well-known organisations across consumer, corporate and government sectors, including Toyota, Mastercard, Microsoft, Crown, Commonwealth Super, ENGIE, Bakers Delight, Instax (Fujifilm), Worksafe and the Victorian, NSW, Queensland and Federal Governments.

The role is based in Southbank, Melbourne and is a full-time, on-site position embedded within a HERO client’s office.

Role overview

This position suits a highly organised, detail-focused marketing, communications or agency professional who is confident working across customer communications, approvals and delivery workflows. The main purpose of the role is to manage updates to customer-facing communications and the systems, vendors and processes involved in storing, managing and distributing them.

You will support key customer journeys and lifecycle communications, helping deliver improvements and updates while making sure content remains accurate, compliant and aligned with business requirements. The role works closely with legal, compliance, marketing, growth and customer teams to keep communications clear, correct and delivered within deadlines.

The ideal person will enjoy turning complexity into structure, writing for customers, coordinating stakeholders and keeping several workstreams progressing at once.

Key responsibilities

• Plan, coordinate and deliver updates to customer communications across a variety of journey stages and lifecycle touchpoints.
• Draft, refine and improve customer-facing copy for digital and operational communication channels.
• Partner with client stakeholders, agencies, vendors and internal teams to develop, update and roll out communications.
• Own delivery from briefing and copy creation through approvals and final implementation.
• Run legal, compliance and stakeholder review processes so communications meet both regulatory and business needs.
• Build and maintain project timelines, keeping all parties updated on progress and deadlines.
• Ensure work is delivered accurately, within budget and on schedule.
• Work across teams to strengthen customer communications and improve customer experience outcomes.
• Collect and manage stakeholder feedback and move projects through to completion.
• Coordinate with external agency and vendor partners to support quality delivery.
• Assist with communication audits, document control and approval tracking.
• Help facilitate meetings, workshops and project conversations when needed.

Requirements

• At least 3 to 5 years of experience in marketing, communications, account management, customer marketing, project management or a similar function.
• Strong ability to write and edit copy that is clear, concise and suitable for customer communications.
• Proven experience handling multiple projects, stakeholders and deadlines at the same time.
• High attention to detail and strong organisational discipline.
• Confidence in managing relationships and working with both internal and external stakeholders.
• Experience working within formal approval workflows involving several decision-makers.
• Capability to juggle competing priorities without compromising accuracy or quality.
• Well-developed communication, presentation and relationship-building skills.
• Comfort with problem-solving and simplifying complex information for different audiences.
• Experience collaborating with agencies, vendors or cross-functional teams.
• Working knowledge of Microsoft Office 365.
• Experience in regulated sectors such as utilities, energy, financial services, telecommunications or government would be an advantage, though it is not mandatory.
• Ability to perform well in a fast-moving environment where priorities can change quickly.

Salary

Pay is commensurate with experience.