Join Us as our Customer Experience and Marketing Manager!

Are you ready to make an impact? As the Customer Experience and Marketing Manager at the North East Link State Tolling Corporation (STC), you will play a pivotal role in ensuring the successful transition of the North East Link (NEL) asset from the Delivery Phase into Operations. Reporting directly to the Director of Strategy, you’ll provide vital customer and marketing expertise to drive STC’s objectives and make a meaningful difference.

About the Role:

In this exciting position, you’ll collaborate closely with our Commercial, Legal, and Operational Readiness teams, delivering proactive and insightful advice that shapes the customer journey. With your passion for innovation and excellence, you’ll lead the charge to develop and implement strategies that optimize customer service, marketing, and operations.

What You’ll Be Doing:

Develop a comprehensive understanding of project concession documents to inform customer management and marketing initiatives.

Provide timely and expert advice on customer experience to key stakeholders within the organization.

Profile and analyse customer data to enhance strategic decision-making.

Design and execute innovative customer service strategies, encompassing retail channels, toll products, and issue resolution.

Establish robust customer complaint and hardship resolution processes.

Coordinate the development of a marketing roadmap and brand guidelines with external advisors.

Drive the customer service procurement strategy, including contract assessments and KPI negotiations.

What Makes you the Perfect Fit?

You’re a strategic thinker with a proven track record in delivering customer experience, customer service, and marketing excellence. Your ability to navigate complex stakeholder landscapes and translate operational challenges into actionable solutions sets you apart. Ideally, you have:

Expertise in customer resolution processes and the ability to implement tailored solutions.

Insight into toll road customer service operations and roaming road systems, or similar (i.e., telecommunications, utilities) is highly regarded.

Strong communication skills, enabling you to articulate complex principles effectively.

Experience in developing commercially sound customer solutions and evaluating their operational impacts.

A Bachelor’s Degree (or equivalent) in Business, Commerce, Marketing or other associated discipline.

Who Are We?

At STC, we’re more than a statutory organisation—we’re pioneers shaping the future of transport in Victoria.

Tasked with acting as the asset-owner of the North East Link road on completion, we will be responsible for managing and controlling the use of and access to, operating and maintaining and setting and collecting tolls for the North East Link road.

Our vision is to be best-in-class asset owner-operators, guided by our core values: Collaboration, Innovation, Excellence, and Respect. We’re building a workplace that’s fair, flexible, and inclusive, where your contributions matter.

Why Choose STC?

This is a rare opportunity to be part of a dynamic team at the forefront of change. We offer:

Flexible working arrangements to support your work-life balance.

A chance to contribute to one of Victoria’s most exciting infrastructure projects.

A welcoming, high-performing team that values collaboration and excellence.

Personal and professional development, including a guaranteed Learning Budget to grow your skills every year!

STC is committed to equal employment opportunity, and we welcome applicants from all backgrounds, including First Nations people. As a statutory organisation, STC upholds public sector employment principles, ensuring fair and reasonable treatment of everyone.

How to Apply:

Apply today and be part of a team shaping Victoria’s future. To be considered for this position, applicants are encouraged to submit a resume and cover letter (no longer than 2 pages) summarising their skills and relevant experience.

For further information please refer to the attached position description.

A National Criminal Records Check, Misconduct Screening, and Qualification Check will be conducted as part of the recruitment process. Applicants must be Australian Citizens, Permanent Residents, or hold a valid work permit or visa.