The Customer Experience Coordinator is responsible for the quality and consistency of every interaction a customer, exhibitor, sponsor or member of the public has with Avalon Australian International Airshow across digital and in person channels. This role monitors and responds to social media and inbox enquiries, oversees the organisation's customer service matrix, produces Customer Service information guides for event volunteers, coordinates and oversees the customer-facing volunteer team onsite, maintains chatbot performance, and works to continuously improve the end-to-end customer experience (CX) journey, in line with AMDA's Customer Experience and Accessibility Plan.

About AMDA Foundation Limited:

We are an Australian not-for-profit corporation established to promote the development of aviation and Australia’s industrial, manufacturing and information/communications technology resources in the fields of aviation, aerospace, maritime, defence and security.

We achieve these goals through the delivery of the Avalon Australian International Airshow , Australia's premier aerospace, aviation, defence and space event.

About the role:

This is a full time, fixed-term contract position for a period of approx. 5 months.

Key Responsibilities:

Social Media & Digital Engagement

- Monitor social media channels daily and respond to comments, direct messages and reviews in line with AMDA's tone of voice and brand guidelines.
- Escalate sensitive, urgent or reputational issues to the Marketing, Brand and Engagement Manager promptly, with a recommended response.
- Track recurring themes, questions and complaints raised on social media and feed insights back into event planning and content.

Communications Matrix & Email Management

- Own and maintain the organisation's customer service matrix, ensuring all touchpoints are scheduled, accurate and delivered on time.
- Manage the shared customer service inboxes, responding to and triaging enquiries within agreed service levels.
- Keep templates,



FAQs and standard responses current ahead of Avalon 2027.
- Recruit, roster, train and support customer-facing volunteers at Avalon 2027, including Customer Experience volunteers and Call Centre Manager who come on board for the event period.
- Produce and maintain Customer Experience Information Guides for event period volunteers and Call Centre staff, covering processes, FAQs, escalation paths and CX standards for Avalon 2027.
- Brief volunteers by providing guidance on customer enquiries and complaint handling, so expectations onsite are clearly understood before the event opens.
- Collect volunteer feedback after Avalon and provide a post-event report to improve future events.

Onsite Event Delivery

- Oversee Customer Experience volunteers onsite with support from the Customer Experience Section Leader and Team Leaders.
- Act as the escalation point contact for volunteers onsite at Avalon 2027.
- Work closely with the Marketing, Brand and Engagement Manager to ensure the CX facilities onsite (e.g. Information Booths, Accessibility Shuttle Service) are set up, resourced and operating as planned throughout the event.

Customer Experience (CX) Journey

- Continuously improve the end-to-end CX journey, from first digital touchpoint through to post-event follow-up.
- Identify pain points and opportunities using incoming customer feedback, survey data and front-line insights, and recommend practical improvements.
- Work with internal teams and external suppliers to ensure a consistent, high-quality experience across all channels and touchpoints.
- Report on CX metrics and trends.

Chatbot Management





- Monitor chatbot conversations and response accuracy, refining scripts and flows to keep answers current and on-brand.
- Identify gaps where the chatbot cannot resolve an enquiry and ensure a smooth handover to a team member.
- Review chatbot performance data regularly and recommend improvements to content, flows and escalation triggers.
- Own the content management and user experience of AMDA's event apps, ensuring information is accurate, current and structured to support a seamless onsite experience.
- Proactively manage the relationship between app and website content, leveraging each platform for its distinct purpose as an onsite tool versus a planning resource.
- Ensure all key event information including sponsors, event programs and FAQs are populated ahead of events and maintained responsively throughout.

Key Selection Criteria:

- Demonstrated experience in a customer experience, customer service or community management role, ideally within events, hospitality or a similar customer-facing
- Confident, professional written and verbal communication skills, with the ability to manage tone across social media, email and chatbot channels.
- Experience coordinating volunteers or a small team, including rostering and on-the-day supervision.
- Experience producing clear, practical procedural guides or briefing materials for staff or volunteers.
- Sound understanding of social media platforms, community management practices and online reputation management.
- Experience with, or willingness to learn a chatbot platform.
- Strong organisational skills, with the ability to manage a busy communications matrix and competing deadlines.

If you require additional information regarding this position, please contact *****@amda.com.au

This job description sets out key elements of the role, but it is not intended to be comprehensive and does not constitute a contractual document.

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📌 Customer Experience Coordinator (Geelong)
🏢 AMDA Foundation
📍 Geelong