Customer Success & Operations Executive

JobsCloseBy Editorial Insights

Nine is Australia’s largest locally owned media company and is seeking a Customer Success and Operations Executive to join the Nine Ad Manager team in North Sydney, full-time and onsite. You will be the primary contact for advertisers, agencies and the Sales team, overseeing campaign approvals and live publishing, delivering live product demonstrations, and offering optimisation recommendations while ensuring ad creatives meet quality standards. You’ll create user guides, analyse customer data for trends, and collaborate with Sales Ops on product enhancements. The ideal candidate brings customer service or digital marketing experience, familiarity with Intercom or Google Ad Manager, and strong communication and multitasking skills. When applying, tailor your resume to show platform experience and concrete results, highlight cross‑team collaboration, and confirm your right to work in Australia.

Company Description

Nine is Australia’s largest locally owned media company. Working at Nine, you’ll have access to a unique range of experiences and opportunities, helping drive the success of the country’s most trusted television, radio, digital and publishing brands. 

Our content reaches almost every Australian - meaning what we do has real impact. We bring people together, celebrate the big moments, and capture the everyday ones.

Some of our most beloved brands have been part of Australian life for generations, and others - new on the scene - have already found their place firmly in our lives. We’re evolving and we need people like you to bring new ideas, innovate and make your mark.

Job Description

Nine is looking for a Customer Success and Operations Executive to join our Nine Ad Manager team! In this role, you will deliver an excellent customer experience for clients using the platform.

Reporting to the Director, Nine Ad Manager, you will be the primary point of contact for advertisers, agencies and our Sales team, managing the operational functions required to approve and set campaigns live. You will get to know Nine’s digital advertising products and be an important member of a team tasked with expanding Nine’s footprint in the SMB advertising market and growing digital advertising revenue.

Day to day you will:

• Provide high-level phone and email support to help advertisers navigate the platform, including performing live product demonstrations.
• Offer expert product and optimisation recommendations to ensure customer campaigns meet their specific objectives.
• Review and approve/reject uploaded ad creative to ensure quality standards are met before campaigns go live.
• Create and maintain platform user guides and help content to empower self-service users.
• Collate customer interaction data to identify trends and collaborate on product enhancements that improve user experience and retention.
• Act as the first point of contact for internal sales operations regarding all self-serve platform queries.

Qualifications

What you’ll bring:

• A background in customer service, relationship management or digital marketing.
• Experience with Intercom, Google Ad Manager, or other Ad Servers is a major plus.
• Excellent interpersonal skills with strong written and verbal communication.
• Exceptional organisational skills and the ability to multitask in a high-pressure environment.

Additional Information

How we work

At Nine, our flexible work options vary by role and team. Depending on the position, this may include flexible hours, hybrid work, or part-time arrangements. We welcome discussing your flexibility needs during the hiring process - just ask the Talent Acquisition team. 

Being part of our Nine Sales team means you will benefit from:

• Sales Incentive Scheme that rewards and recognises performance & success!
• Sales Academy – our bespoke training and development program for Sales.
• Access to 'Employee Exclusives' program - a way of getting closer to our incredible brands, offering unique experiences, behind-the-scenes access, and awesome perks.
• Digital newspaper subscription to our mastheads.

More info at Nine Careers.

Our Commitment to Diversity and Inclusion:

We're committed to a safe, respectful and inclusive Nine. From day one, you'll be encouraged to bring your whole self to work and will be supported to perform at your best.

We encourage applications from Aboriginal and Torres Strait Islander people, people with disabilities, and of all ages, genders, nationalities, backgrounds and cultures as we recognise the importance and value of diverse perspectives. Should you require any adjustments to the recruitment process, please advise us when you apply.

Work rights: Please note to apply for this role you must already have the right to lawfully work and live in Australia.