Manager, Communications Centre

Edith Cowan University Are you ready to belong to a dynamic community where courage, creativity, and optimism are essential elements of our DNA? At ECU we’re inspired by the incredible achievements of Edith Cowan, the first woman elected to an Australian parliament and a lifelong champion of education. Empowered by her legacy, we’re united in our vision to lead the sector in educational experience and expand our impact through world‑class research. About the Opportunity We are excited to offer this dynamic opportunity for a Communications Centre Manager. The successful candidate will play an instrumental role in supporting Growth, Engagement and Marketing in achieving its vision. The Manager Communications Centre is a key leadership role reporting to the Associate Director, Digital & Customer Experience. You will lead ECU’s central frontline and escalation digital teams, overseeing Tier 1 and Tier 2 student enquiry services across multiple channels. You’ll work closely with the Manager, Student Hub to ensure aligned service delivery, operational continuity and an exceptional experience for future and current students. This role is critical in driving customer‑centred service, building capability, embedding continuous improvement and fostering an energetic, positive team culture. Key responsibilities Lead the delivery of ECU’s digital and enquiries service across frontline and escalations. Strengthen the customer experience by embedding continuous improvement, feedback loops, service redesign and evidence‑based decision making. Oversee operational planning, demand forecasting, workforce planning and resource allocation to ensure service continuity during peak and steady‑state periods. Provide accurate reporting, insights and analytics to monitor performance, track KPIs and inform future service enhancements. Build collaborative working relationships both internal and external to ECU to ensure alignment, shared outcomes and a seamless student experience. Lead, develop and coach Team Leaders and staff to build capability, drive performance, deepen engagement and foster a positive, energetic team culture. Champion a customer‑first mindset across the Centre, ensuring students feel supported, heard and valued throughout all interactions with ECU. About you Extensive experience leading customer‑focused enquiry and service operations within a large, complex environment. Experience working with CRM and communication and information systems (Salesforce advantageous). Strong ability to build trusted relationships across portfolios and influence outcomes collaboratively. Data‑led approach using insights, student feedback and analytics to drive service uplift and continuous improvement. Proven experience developing capability, building, coaching and scaling teams in high‑volume, fast‑paced environments. Able to remain calm, solutions‑focused and clear in your judgement during peak periods. Genuine passion for student experience, customer centricity and delivering high‑quality service outcomes. Benefits of working at ECU At ECU we’re committed to fostering a positive employment experience and believe this is fundamental to the success and satisfaction of our employees. Growth and development matter here, because we recognise people are at the centre of everything we do. Our thriving work culture is guided by the ECU values and complemented by a range of employee benefits; visit our website to read about flexible working arrangements, generous leave entitlements, our commitment to Wellbeing, exclusive corporate discounts and industry‑leading superannuation. Contact Ashe Munro Recruitment are proudly partnering with Edith Cowan University (ECU) to appoint this key leadership role. For any questions or a confidential discussion, contact Laura Ashe on or Application Process Click the Apply Now button to submit your application (resume and a 2‑page cover letter outlining your interest and suitability for the role). Advert Closure Applications close Wednesday 26 November, 2025 at 11:30pm AWST. ECU reserves the right to close the advertisement before the stated closing date, and encourage applicants to submit their applications early. Employment Eligibility Please note: APPLICATIONS WILL ONLY BE ACCEPTED FROM CANDIDATES WHO HAVE THE RELEVANT WORKING RIGHTS TO FILL THIS POSITION. Equality, Diversity and Inclusion ECU is a diverse and inclusive workplace with specific strategies and initiatives in place to address underrepresentation of specific groups. We strongly encourage applications from the Aboriginal and Torres Strait Islander community. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, age and faith. For more information on our commitment to equity and diversity, please visit our Inclusive Workplace website. At ECU, we are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment. We actively encourage people with disability to apply to ECU. To discuss how we can support adjustment requirements, please contact the person listed above. #J-18808-Ljbffr