Customer & Community Lead

• 12 Month Contract/Secondment
• Location Brisbane - Disaster Management Centre

About The Role:

The Customer & Community Lead supports the Customer & Community Manager by autonomously leading key customer communications disaster preparedness and enablement activities within Disaster Management.

The role is accountable for designing creating and governing disaster-ready customer communications including the development and management of approved content libraries and playbooks used during disaster response.

The role also provides delegated leadership and continuity including acting as backfill for the Customer & Community Manager on Fridays and during planned absences and plays a key role in disaster planning simulation and strategic initiatives such as the Disaster Management Information Hub (DMIH).

This role exists to reduce single-point dependency strengthen operational resilience and ensure customer and community capability is embedded scalable and sustainable across disaster preparedness response and recovery.

More specifically you will:

• Lead the development coordination and ongoing management of disaster management customer communications including approved content libraries templates and artefacts used across preparedness response and recovery.
• Work collaboratively with Customer Experience Content Brand Legal Compliance and Corporate Communications teams to codesign customer communications that are accurate compliant accessible and aligned to organisational standards.
• Manage and maintain the Disaster Management Customer Experience Playbook ensuring content activation pathways escalation points and decision frameworks remain current usable and eventready.
• Ensure customer communications content is prepared reviewed approved and operationalised ahead of disaster seasons reducing reliance on reactive content creation during live events.
• During disaster response activate customer communications and provide prioritisation direction and decision support to Senior Advisors responsible for execution.
• Provide continuity of leadership prioritisation and stakeholder engagement during periods of heightened activity surge response or when required to support the broader team.
• Support disaster simulations ensuring customer experience and customer communications considerations are embedded and tested.
• Capture learnings from events and simulations and embed improvements into customer communications content playbooks and enablement systems.
• Lead and contribute to strategic enablement initiatives such as the Disaster Management Information Hub (DMIH) ensuring systems support operational clarity executive visibility and rapid onboarding.
• Design and uplift systems artefacts and information structures that reduce reliance on individual knowledge and strengthen teamlevel customer and community capability.
• Build and maintain strong internal stakeholder relationships to support coordinated disaster response and positive customer outcomes.
• Develop clear decisionready materials to support senior leadership and executive forums during preparedness response and recovery phases.

About You:

• A tertiary qualification in communications customer experience public relations journalism business emergency management or a related discipline is desirable.
• Equivalent practical experience in customer communications disaster management or complex stakeholder environments will be considered in lieu of formal qualifications.
• Demonstrated experience leading or coordinating customer communications in complex highrisk or timecritical environments such as disaster response crisis management or largescale operational contexts.
• Experience working collaboratively with Content Brand Legal Compliance and Corporate Communications teams to design review and approve customerfacing communications.
• Proven capability in developing and managing reusable communication assets such as content libraries templates playbooks or guidance materials that support consistent activation.
• Experience supporting or contributing to disaster simulations readiness activities or operational testing with an understanding of how customer experience and communications perform under pressure.
• Strong experience engaging with senior stakeholders with the ability to synthesise complex information and provide clear decisionready advice and materials.
• Demonstrated ability to operate with a high degree of autonomy judgement and accountability particularly when supporting leaders or providing continuity during periods of heightened activity.
• Experience designing or contributing to strategic enablement initiatives (e.g. systems hubs frameworks or operating models) that strengthen organisational capability and reduce reliance on individual knowledge.
• Comfortable working across preparedness response and continuous improvement with a mindset focused on building sustainable repeatable capability rather than oneoff delivery.

Key Capabilities:

Customer Communications Leadership

Proven experience designing governing and managing customer communications in complex or highrisk environments including collaboration with Content Legal and Compliance teams.

Delegated Leadership & DecisionMaking

Demonstrated ability to act as a trusted delegate make sound decisions autonomously and provide leadership continuity in the absence of the manager.

Disaster Management & Readiness Experience

Experience contributing to disaster management planning simulations or crisis environments with the ability to balance customer outcomes operational constraints and governance requirements.

Systems & Enablement Thinking

Strong capability in designing playbooks content libraries or information systems that improve operational resilience and reduce singlepoint dependency.

Stakeholder & Communication Skills

Strong written and verbal communication skills with the ability to synthesise complex information and engage senior stakeholders effectively.

Technical Proficiency

Proficiency in Microsoft 365 tools including SharePoint Teams PowerPoint and collaboration platforms used to support operational delivery.

Resilience & Adaptability

Demonstrates calm resilience and sound judgment in fluid highpressure environments.

Advertised: 02 Mar 2026 AUS Eastern Daylight Time
Applications close: 09 Mar 2026 AUS Eastern Daylight Time