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Senior Copywriter – Roam (Telstra’s In-House Creative Agency)

Location: Sydney, NSW
Reports to: Creative Lead (Copy)
Type: 6-month contract

About Roam 

Roam is Telstra’s in-house creative team. We’re a collective of hybrid makers and storytellers from all corners of the industry. We partner closely with Telstra’s marketing team and agency partners to push craft and creativity in everything we do. We move fast, think sharp, and make it memorable. We’re here to raise the bar, create meaningful customer experiences, and make every interaction count. 

The Role 

We’re looking for a copywriter who thrives in the world of 1:1 communications and service messaging. From emergency comms to basic customer service updates, you’ll have a keen eye for detail, and the ability to create clear, compelling, and customer-focused copy that strengthens relationships and drives action across a range of 1:1 channels. 

This is a hygiene job for a large communications platform. The right candidate won’t mind rolling up their sleeves and deep diving into a range of different copy templates to weed out repetition and delete unnecessary comms.

With that in mind, you’ll get to shape communications that feel relevant, useful, and distinctly human. Working closely with our strategists, producers, marketers, and channel specialists, you’ll also be required to deliver consistent customer communications that adhere to Telstra’s brand and tone of voice. 

A strong understanding of customer behaviour, personalisation, accessibility, and compliance is essential. You’ll know how to turn complex messages into simple, engaging communications that connect with our customers and drive action. 

What you’ll do 

• Write engaging, customer-centric service messaging across a range of channels, including email, SMS, push notifications, in-app messaging, and other 1:1 communications. 

• Occasionally develop messaging across the customer lifecycle, including acquisition, onboarding, engagement, retention, and loyalty initiatives. 

• Collaborate with designers, strategists, producers, and marketing teams to create effective customer experiences. 

• Translate customer insights and business objectives into relevant, actionable communications. 

• Apply personalisation principles to create messages that feel timely, useful, and tailored. 

• Ensure all copy meets accessibility, legal, and compliance requirements, while maintaining a strong brand voice. 

• Use testing, performance insights, and customer feedback to continually improve communications. 

• Work fast without sacrificing craft, clarity, or attention to detail. 

What you’ll bring 

• Proven experience as a copywriter within service messaging, CRM, direct marketing, customer communications, or a creative agency environment. 

• Exceptional writing skills across short-form and long-form communications, with a sharp eye for detail. 

• Experience writing for email, SMS, push notifications, and customer journey communications. 

• Understanding of customer lifecycle marketing, personalisation, and behavioural messaging. 

• Ability to balance creativity with performance objectives, compliance requirements, and accessibility standards. 

• Strong collaboration skills and a passion for customer-centred thinking. 

• A curiosity for optimisation, testing, and continuously improving customer experiences.