WHO WE ARE

We are Australia’s leading telecommunications and technology company. And with a global presence in more than 22 countries, we have a strong global footprint. Our purpose is to build a connected future so everyone can thrive. We are all about providing the best experience and delivering the best tech on the best network. This includes making Telstra the place you want to work.

KNOWLEDGE & EXPERIENCE

The successful candidate will have:

• 5–8+ years in creative delivery, creative services, or agency workflow planning (in-house or external).
• Strong background in managing creative workloads, timelines, and project health.
• Familiar with media, marketing and content development cycles across CRM, digital, social, print, and in-app.
• Experience implementing and managing project and resource management tools (e.g. Workfront).

Technical Skills

• Deep familiarity with creative agency management, campaign calendars, and status reporting tools.
• Confident using project data to evaluate efficiency and suggest service improvements.
• Able to facilitate operational and transformational workstreams, capture actions, and own implementation of next steps.
• Possess strong communication skills and can confidently collaborate with and/or present/pitch to stakeholders.
• Familiarity with marketing and advertising principles or experience working with/within an agency operational team highly favourable for this role.

ABOUT THE ROLE

Telstra’s in-house creative agency is looking for a Creative Services Lead to play a critical role in our transformation to a full service in-house agency within the Telstra marketing department, responsible for creative delivery and high-level end-to-end creative execution.
The Creative Services Lead is the operational and planning engine of the in-house agency—ensuring every piece of creative work is delivered efficiently, strategically aligned, and effectively resourced across our hybrid model. The role works alongside the Head of Agency and the ECD as a strategic connector, translating business and media requirements into integrated creative planning frameworks, clear schedules, and creative execution plans that enable high-quality, high-volume creative delivery.
This role focuses on proactive planning, team enablement, governance, and resource forecasting. Responsible for ensuring we have the right capabilities and capacity to partner with our business departments to deliver creative excellence. This role will support our transformation by preparing proactive programs of work and proposals for evolutions in our creative talent and tools.

KEY RESPONSIBILITIES

Creative & Campaign Planning

• Partner with marketing and media to scope upcoming campaigns and define how they translate into creative in-house workstreams.
• Develop communications, asset matrices and planning calendars, ensuring creative work aligns with chapter priorities, customer journeys and channel strategy.
• Work with strategy and creative leadership to determine the best-fit creative approach, timelines, and team allocation for each brief.

Process Management

• Own the project intake, briefing, and creative delivery processes, ensuring consistency and clarity across the agency.
• Manage scheduling, prioritisation, and the status of creative work in collaboration with project managers and delivery teams.
• Drive end-to-end creative project visibility, from scope to sign-off.

Resource & Capacity Planning

• Forecast and monitor resource capacity, surfacing gaps or risks early.
• Allocate projects based on skillsets, availability, and campaign priority, ensuring balanced workloads.
• Support performance planning with dashboards, tools, and systems that surface key operational insights.

Collaboration & Communication

• Lead weekly planning sessions and creative stand-ups, keeping teams aligned and informed.
• Act as a central point of contact for cross-functional partners, managing expectations and communicating updates.
• Build a culture of accountability and trust through transparent communication and clear ownership.
• Work in partnership with the Head of Agency and ECD to identify new creative opportunities and briefs, while managing the production of new business projects.

Continuous Improvement & Reporting

• Track IHA operational performance using our IHA tools.
• Surface insights to improve timelines, brief quality, and creative output.
• Implement and evolve tools, templates, and processes that improve speed, clarity, and effectiveness across the agency.

Mentoring and Management

• Lead and manage team of Senior Producers to deliver our quarterly project plan.
• Coaching and developing Delivery and CCP team members to enable them to provide high standards of deliver quality providing support and feedback along the way.
• Building strong, trusting relationships within teams that enable a high performing team culture aligned to living our values.
• Providing clarity on performance, behavioural goals and expectations to your delivery team members to ensure that they can contribute to both IHA and marketing activity.