We’re Hop To It Collective, a specialist marketing and creative agency working with community clubs, leagues clubs, hotels and RSLs across Queensland and beyond. We’re looking for a hands-on Customer Success Manager (Creative) to take the lead on social media execution for a portfolio of venue clients and then grow into a broader creative and client leadership role.
If you love making socials hum, managing multiple brands, and being the person who makes sure nothing falls through the gaps, this could be your next step. Our Creative department has expanded rapidly in the last 12-months, so getting your hands across the fundamentals is vital, but expanding into our full graphic and web portfolio in due course.
About the role
This is not a relationship or coordination-only role, you’ll be hands-on the tools every day. Your initial focus will be planning, scheduling and publishing social media content for a set group of high value clients, making sure their channels are active, on-brand and aligned with what’s happening in-venue.
As you settle in, the role will evolve to more of a focus in client relationship, owning the full creative delivery for your client portfolio: coordinating design, web content updates, photography and video shoots, and being the primary day-to-day contact for your clients. You’ll work closely with our Head of Creative, Social Media Coordinator, other Customer Success Managers and our Engagement & Hospitality teams, with Monday.com as your operational backbone.
What you’ll be doing
Social media
Own the day-to-day social media execution for assigned venue clients (mainly Facebook and Instagram, with TikTok/LinkedIn/Google Business where relevant).
Build and manage content calendars in line with venue promotions, events, gaming offers, loyalty programs and brand campaigns.
Schedule and publish approved content, write and refine captions, and ensure everything is on-brand and on time.
Monitor channels, flag engagement opportunities, and escalate any issues or risks appropriately.
Client management & coordination (evolving focus)
Be the primary point of contact for your clients across different service tiers, building strong relationships and reliable communication rhythms.
Make sure every contracted deliverable is actioned, tracked and completed on time – if it’s not in Monday.com, it doesn’t exist.
Translate venue intelligence (promotions, activations, events, seasonal campaigns) into clear briefs for our creative team and subcontractors.
Coordinate monthly and quarterly content and campaign plans, and support the preparation of performance summaries for client check-ins.
Creative production & web content
Attend photo and video shoots as the on-site creative lead when required – coordinating logistics, shot lists and venue staff.
Brief, manage and review subcontractors (photographers, videographers, designers, web developers) against clear written briefs.
Execute website content updates for client sites (WordPress and similar CMS) – menus, events, promotions, imagery and basic page content.
Use Canva, Adobe (or similar) for simple social tiles, stories and web banners, escalating more complex design tasks to senior designers or subcontractors.
Team and process
Keep Monday.com up to date so the team has clear visibility of workload, priorities and status across all your accounts.
Contribute to improving our templates, workflows and client communication standards as we grow.
Collaborate with Engagement & Hospitality teams to ensure creative output is aligned with broader venue marketing activity.
About you
You’re a confident operator who’s comfortable juggling multiple clients and staying across lots of moving parts. You enjoy both doing the work (especially socials) and owning the outcome for your clients.
We’re looking for someone who brings:
3–5 years’ experience in marketing, account management, customer success, social media management or digital marketing, ideally in an agency, hospitality, or multi-client environment.
Graphic design and website development experience preferable.
Demonstrated experience managing multiple client brands and delivering work on time across a mixed portfolio.
Strong, practical knowledge of major social media platforms (Facebook, Instagram, TikTok, LinkedIn, Google Business) including scheduling/publishing and basic community management.
Experience using WordPress or similar CMS for content updates and page maintenance.
Comfortable using Canva (or similar) for everyday social and web assets.
Excellent written and verbal communication skills – you can brief clearly, manage expectations and present work with confidence.
Strong organisation and project management skills, with the ability to manage competing deadlines across multiple clients.
Experience with project management tools (Monday.com preferred, or similar platforms).
Relevant qualifications in marketing, communications, creative media, business, or equivalent experience.
Bonus points for:
Experience in hospitality, gaming or venue-based marketing (highly desirable)
A keen interest in content shoots, live events and the club/pub scene.
Role details
Role: Customer Success Manager – Creative
Department: Creative.
Location: Brisbane / South East Queensland, with travel to client venues as required (including some evenings or weekends for shoots and events).
Reports to: Head of Creative.
You’ll need the ability to hold or obtain a valid QLD driver’s licence and be comfortable working on-site at venues when required.
Why join Hop To It Collective?
Work with a tight-knit team that lives and breathes hospitality, clubs and community venues.
Get variety – no two clients or days are the same, and you’ll work across social, web, design, photo/video and campaign planning.
Real autonomy and ownership of your client portfolio, with support from senior leaders when you need it.
Opportunities to grow into a broader creative leadership role as the department scales.