Communications and Customer Care Lead

The Stage Door Performing Arts – Rouse Hill NSW The Stage Door Performing Arts: Where communication becomes connection You're not just looking for a job. You're looking for a role where your words, your care, and your people skills genuinely shape the experience of families. Where your natural gift for clarity and calm becomes part of a community that celebrates creativity and growth. At The Stage Door Performing Arts, we're searching for a Communications & Customer Care Lead. Someone who can elevate how we speak, support, connect, and show up for the families who trust us with their children. If you're a communicator, a problem solver, a team-builder, and a leader in the making, this might be the role you've been waiting for. Why This Role Exists Our studio is growing rapidly. With growth comes complexity, more families, more conversations, and more opportunities to deepen connection. In 2025, parents compare us not just to other studios but to the best service they've had anywhere. This role was created to ensure that as we grow, our communication and service grow even stronger. Your work will directly shape the trust, culture, and day‑to‑day experience that make our performing arts school special. What You'll Lead As our Communications & Customer Care Lead, you'll become the heartbeat of how we communicate both inside the studio and out in our community. You will: Lead day‑to‑day parent communication across our Customer Relationship Management (CRM) system, including email, SMS, and phone channels Support enrolment conversion by delivering clear, timely, and compelling communication to new and prospective families Oversee and support the front desk and customer service team (approximately 10 people) Build helpful systems, scripts, templates, and FAQs that keep everyone informed Translate studio policies and processes into warm, easy‑to‑follow parent‑facing language Coordinate with marketing to ensure consistent messaging across trial follow‑ups, enrolment campaigns, and retention touchpoints Be a calm, kind presence during high‑pressure periods such as concerts, enrolment rollover, or policy changes Support families through enrolments, class transitions, account queries, and everyday questions Develop younger team members aged 18 to 25 with patience, clarity, and confidence Maintain our studio's tone of voice across all communication channels, ensuring it remains warm, clear, caring, and always people first This is a hands‑on, full‑time role with plenty of variety and room to grow. You'll work closely with leadership, make systems better, and have a real impact on how families feel when they engage with us. Candidates must have existing Australian work authorisation to be considered for this position. You might be perfect if you are: An exceptional communicator who is clear, warm, friendly, and professional A natural relationship‑builder who genuinely likes people Organised, structured, and calm in busy environments Experienced, with at least 2 to 5 years in customer service, sales, customer care, communications, studio admin, or customer‑facing service roles Someone who enjoys training or mentoring others, especially younger team members Emotionally intelligent and confident in resolving conflict Comfortable switching between big‑picture thinking and getting the job done Confident supporting enrolment growth through thoughtful, persuasive communication Confident writing everything from long‑form notices to short parent updates Interested in organising, simplifying, and improving systems Protective of brand voice and committed to creating a great customer experience Someone who finds fulfilment in making things run smoothly for others Bonus points if your background includes: Communications, marketing, customer service, sales, or community management Management roles in education, youth, childcare, performing arts, retail, hospitality, or service industries Experience supporting large customer‑facing communities A personal connection to the arts, education, or youth programs We're not an ordinary performing arts studio. We are a values‑led community made up of kind, creative, hardworking humans doing meaningful work for kids and families. Here, you'll: Be trusted to lead and take ownership Work alongside people who care deeply about culture, clarity, and kindness See and feel the difference your work makes every single day Grow personally and professionally with support from a leadership team that backs you Help shape the systems that will support thousands of families as we continue to grow This isn't a corporate comms job. It's something real, relational, and rewarding. If This Feels Like "You"… It Probably Is We'd love to hear your story. Please apply with your CV and a short message telling us why communication, leadership, and customer care matter to you, and why you'd love to bring those strengths to The Stage Door. Because here, communication isn't just information. It's connection. It's confidence. It's community. And it's at the heart of everything we do. 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