Customer Experience & Engagement Coordinator SMM

• Salary Range Band 7 $111,873 - $125,191 pro rata plus 12% Super
• Permanent, part-time position (4 days per week)
• An exciting opportunity for a customer experience and communications professional at the iconic South Melbourne Market

About the Organisation 

South Melbourne Market has been a treasured inner-city landmark and a favourite amongst locals and visitors since 1867. It is the quintessential village market, a place where people come not only to purchase fresh food, but to meet, eat, drink, shop, discover, share and connect. 

The Market is owned and operated by the City of Port Phillip, a vibrant and diverse inner-city council with around 1000 employees who deliver more than 100 programs and services to our residents, businesses and visitors. These range from childcare and immunisations, to libraries, management of parks and open space, rubbish collection, road maintenance and more. City of Port Phillip has zero tolerance for child abuse and is a committed Child Safe organisation. 

About the Role

This is an exciting and rare opportunity for a highly motivated and experienced CX and communications professional to join the South Melbourne Market team.

Reporting to the Head of Marketing and Customer Experience, this role will play an integral role in ensuring customers and traders have a positive experience at South Melbourne Market by identifying and implementing initiatives and opportunities that support the Market’s Strategic Plan and Vision and contribute to a vibrant and welcoming environment. 

The role will work closely with all areas of the business, contributing to retail and business development, market research, marketing, events and activations, partnerships and onsite development and operations.

Duties:

• Support the development and delivery of the Market Research and Community Engagement Framework to ensure all stakeholders are heard and relevant data and feedback is collated and shared to inform decision-making.
• Contribute to the development and delivery of the Market’s Customer Experience and Place Plans, by identifying and implementing initiatives and opportunities that improve the online and onsite visitor journey and contribute to providing a vibrant and welcoming customer experience for all.
• Lead the customer service function for the Market, including development of standard operating procedures, management of complex and escalated feedback and complaints, and provision of an exceptional level of customer service.
• Support the Marketing and Customer Experience team in planning, developing and delivering customer and trader initiatives, activations, events and partnerships that meet and achieve business objectives.
• Oversee the Market’s tour program by working with the Market’s third-party tour operator and assisting with tour content and coordination, trader engagement, promotion and program growth.
• Contribute to the Market’s internal and external marketing and communications functions, including but not limited to digital communications, content creation, printed collateral and signage.

Skills and Experience 

• Tertiary qualification in Business, Commerce, Marketing, Communications or related field.
• Highly developed customer service skills, stakeholder management and relationship building skills.
• High level copywriting and communication skills with strong attention to detail and the ability to create content for a diverse range of audiences.
• Strong analytical skills to interpret customer insights, data, market research and digital analytics.
• Demonstrated leadership experience in a retail, tourism, government or similar type of business or industry.

Culture 

People enjoy working at the City of Port Phillip because we are a welcoming, healthy and inclusive workplace.  We offer a vibrant and diverse work environment where our employees can develop both professionally and personally whilst planning and delivering a range of important services and programs to the community. 

Benefits

• We offer a workplace that accommodates your working style and needs.
• Be supported and empowered by a leadership team that is community-focused, with a strong desire for change and a culture that encourages teamwork and innovation.
• Training and development opportunities, study assistance, flexible working conditions, paid parental leave, an active social club, a health and wellbeing program with access to fitness gyms, pools and facilities, and a well-regarded Employee Assistance Program (EAP).

Security Requirements and Professional Obligations   

Pre-employment screening will apply to all appointments.  

Prior to a formal letter of offer, preferred applicants will be asked to provide:

• Evidence of mandatory qualifications/registrations/licences,
• Sufficient proof of their right to work in Australia
• Complete a National Police Check completed via City of Port Phillip’s Provider.
• Evidence of a Working with Children Check (employee type with City of Port Phillip registered as the organisation).

How to Apply

Click APPLY.

All applicants must provide a Resume and Cover Letter in response to the key selection criteria located on the last page of the position description. The Cover Letter should be no longer than 2 pages and include each heading in the Key Selection Criteria.

Note: Only applications submitted via the online Recruitment Portal will be considered and only shortlisted candidates will be provided feedback.

Further information can be obtained by contacting Meagan Scott, Head of Marketing and Customer Experience, South Melbourne Market via email [email protected]

Applications close 11.59pm Sunday 22 March 2026

The City of Port Phillip is an equal opportunity employer, committed to an inclusive and accessible environment where diversity is valued. We actively welcome and encourage candidates from culturally and linguistically diverse backgrounds, First Nation and Torres Strait Islander candidates, members of the LGBTQIA+ community and candidates with a disability.

If you have accessibility requirements or require an adjustment to participate in our recruitment and selection process, please contact Yass Mustafa (Recruitment and Employee Experience Advisor) on phone 0468 576 806 or email: [email protected]