Company description:

Pacific Blue is a leading owner, operator, and developer of renewable energy assets. We operate a high quality and diversified portfolio of wind, hydro, and solar assets, as well as offering a range of energy products, delivering value to our retail energy customer base. With the growing importance of renewable energy in Australia's future, a career with us is more than just a job. You will be helping us to lead Australia towards a cleaner energy future.

Job description:

The Role

This permanent role is central to Pacific Blue's Retail function, leading the development and delivery of customer communications for our retail brand Tango Energy.

The Customer Communications Lead is responsible for managing customer lifecycle communications across the Retail business, ensuring communications are clear, engaging, and compliant with regulatory obligations. The role maintains a library of approved communications and leads the development of a Customer Communications Journey Map to improve clarity, consistency, and customer experience across the customer lifecycle.

Working closely with Retail stakeholders, Legal, and Compliance teams, the role ensures communications support operational needs while meeting regulatory requirements. The role also manages retail media enquiries and supports media and PR communications for the Retail business.

This is a full-time hybrid position based in Melbourne.

What you'll be responsible for:

• Lead the development and implementation of customer-facing communications across the Retail business, ensuring clarity, engagement, and alignment with brand standards.
• Manage key lifecycle communications including onboarding and welcome packs, billing communications, price change notifications, remediation communications, and operational updates.
• Develop and maintain a central repository of customer communications, ensuring documentation remains current with regulatory and compliance requirements.
• Partner with Legal and Compliance teams to ensure communications meet regulatory obligations and reflect evolving legislative requirements.
• Establish and maintain governance frameworks, approval processes, and document controls for customer communications.
• Develop and maintain a Customer Communications Journey Map to identify opportunities to streamline, rationalise, and improve communications across the customer lifecycle.
• Identify opportunities to improve customer engagement and clarity across different customer segments.
• Support front-line teams by improving communication scripts and materials to enhance customer understanding and experience.
• Monitor the retail media inbox and respond to media enquiries in a timely and accurate manner.
• Develop media releases, presentations, speeches, and key messaging for retail communications and events.
• Support the management of crisis communications when required.
• Work closely with cross-functional stakeholders to ensure communications support operational effectiveness and positive customer outcomes.

Profile description:

Knowledge and Experience

• Tertiary qualified in a communications or marketing related field.
• Sound knowledge and hands-on experience of retail energy market regulations and operational frameworks
• Exceptional organisation skills, with proven success developing business communications requirements, and leading the implementation in a timely and effective manner.
• Exceptional written and verbal communication skills, able to demonstrate ability to adapt to target audience needs.
• Extensive experience developing complex communications to multiple customer segments within highly regulated environments.
• Ability to work within a small and diverse team dealing with multiple stakeholders.
• Able to stay composed amid competing priorities.

We offer:

What We offer
At Pacific Blue, as a leading renewable energy provider for the past 30 years, we know what it takes to create real change. Our success isn't solely driven by our technology, investments, or assets — it's powered by our people. Our passionate and dedicated team is the reason we can generate clean energy today, not just tomorrow.

We provide a wide range of benefits including:

• Discounts to Home Energy and Health Insurance
• Purchased leave program
• Free Employee Assistance Program
• Generous parental leave options
• Work and life balance and flexible work arrangements
• Modern open plan office with ergonomic standing desks
• Office location next to Southern Cross Station and tram stops
• A team that is inclusive and supportive

Pacific Blue is committed to fostering an inclusive and diverse work environment where individuals in each of our business units feel involved, supported, respected, and treated fairly. We believe that embracing people with diverse capabilities, perspectives, and experiences will enrich our team and provide competitive advantages to our business. This has resulted in our recognition by the DCA as an Inclusive Employer.

If you require accommodations or adjustments, we encourage you to inform us so that we can support you throughout the application process.

Only andidates with the eligible right to work in Australia will be considered.

If you share our vision of creating a sustainable future and believe in making a positive impact, please click the 'apply' button to express your interest.

Recruiters are kindly asked not to apply.