EOI - Senior Advisor, eDM

JOB.TITLE - EOI The Department of Customer Service is looking for an experienced and customer-focused Senior Advisor, Electronic Direct Mail (eDM) to join our Brand, Digital and Communications team. In this role, you'll develop and deliver customer communications that make a real difference to how people engage with NSW Government services. You'll work closely with content specialists and stakeholders to deliver targeted eDM campaigns that are timely, relevant and effective. Working in a fast-paced, collaborative environment, you'll partner with stakeholders across the organisation to deliver high-quality digital communications that support government priorities while meeting customer needs. If you're passionate about customer communications, enjoy working with data and insights, and thrive on delivering measurable outcomes, we'd love to hear from you. Benefits Fantastic 6-month Clerk Grade 9/10 opportunity Clerk Grade 9/10: $133,348 to $146,945 + superannuation and leave loading Flexible and hybrid working arrangements State-of-the-art offices Wellbeing programs and employee support services Ongoing learning and career development opportunities About Us This is an exciting opportunity to join the eDM team in the Customer Marketing directorate. The team plays a critical role in helping NSW Government agencies connect with customers through clear, effective and customer-centred communications. We support large-scale communication programs that inform, engage and assist millions of people across NSW, using data and insights to continually improve the customer experience. Reporting to the Manager, eDM, you'll work alongside communications, marketing, digital and customer experience professionals who are committed to delivering meaningful outcomes for customers. Your responsibilities will include: Developing and delivering high-quality eDM communications that are customer-focused, accurate and aligned with organisational standards. Partnering with content specialists and stakeholders to develop customer-focused communications that drive engagement and support customer outcomes. Building trusted relationships with stakeholders across government, providing advice and guidance on customer communications, campaign planning and eDM best practice. Managing end-to-end campaign delivery, including briefing, production, testing, deployment and post-campaign analysis. Using eDM platforms to build, test and deliver campaigns, analyse performance and identify opportunities to improve customer engagement and outcomes. Supporting audience segmentation strategies to deliver more personalised and relevant customer communications. Collaborating with internal stakeholders, vendors and delivery teams to achieve project objectives and campaign deadlines. Providing expert advice on digital communication best practice, customer experience and eDM strategy. About you You're an experienced eDM or customer communications professional who understands what makes a campaign successful, from audience targeting and campaign planning through to performance measurement and optimisation. You'll be comfortable managing competing priorities and guiding campaigns from brief through to delivery and performance reporting. You'll bring: Experience managing digital communications, customer engagement or marketing campaigns in a large and complex organisation. Strong stakeholder management skills, with the ability to build trusted relationships, provide advice and influence outcomes across a diverse range of teams. A solid understanding of customer communication principles and the ability to recognise, challenge and improve content to ensure it is clear, customer-focused and fit for purpose. Experience overseeing end-to-end campaign delivery, coordinating contributors and managing timelines to achieve high-quality outcomes. Strong analytical and problem-solving skills, with the ability to translate data and insights into recommendations and continuous improvement opportunities. Strong digital and technology aptitude, with experience using marketing technology, digital engagement or customer communication platforms and the confidence to quickly learn new systems and tools. A customer-centric mindset, with an interest in personalisation, audience segmentation and improving the overall customer experience. The ability to remain organised, adaptable and focused in a fast-paced environment with competing priorities. If you enjoy working at the intersection of customer experience, digital communications and stakeholder engagement, and you're motivated by delivering campaigns that reach the right audience at the right time, we'd love to hear from you.