Customer Success Lead

Company description:

The Metcash story began from the humble origins of our first family-owned corner store in 1927. And for almost 100 years since then, we've been backing independents and strengthening the communities we operate in.

Today, Metcash (ASX: MTS) is Australia and New Zealand's leading independent retail partner and wholesaler in the food, liquor, hardware, and tools industries, with sales of $19.5 billion in FY25. We provide our network with marketing, purchasing, warehousing, distribution and systems support.

Job description:

At Metcash, you're part of something bigger. We've got the heart of a small business with the strength and support of a big business.

When you join Metcash, your work makes a real difference to independent businesses and local communities, empowering you to:

• Grow your career with tailored development programs
• Thrive your way with flexible work options
• Make your mark in a high-performing, values-led team

At Metcash Food, we're the power behind local business, proudly supplying over 1600 independently owned stores in every corner of Australia and New Zealand. With a range of trusted independent brands like IGA, Foodland and Campbells/C-Store, our stores sit at the heart of their communities, providing locals with the products and homegrown produce they love most.

About the Opportunity

Join Sorted as a Customer Success Lead and play a key role in delivering exceptional experiences for our customers.

Working closely with the Customer Success Manager, you'll help drive day-to-day operations, support customer success initiatives, manage escalations, and identify opportunities to improve processes and service delivery. You'll be the go-to support for both customers and the team, helping ensure users get the most value from the Sorted platform.

This is an exciting opportunity for someone who enjoys building relationships, solving problems, and making a real impact in a growing business!

In this Role

• Lead the day-to-day operations of the Customer Success team, ensuring smooth workflows and service delivery
• Act as the escalation point for complex customer issues and key accounts, ensuring timely resolutions
• Coordinate customer onboarding, training sessions, support calls, and operational reviews
• Support and mentor Customer Success Coordinators, helping drive team performance and collaboration
• Oversee inbox management, customer support activities, and data governance processes
• Drive continuous improvement through process enhancement and system optimisation initiatives

You're Likely a Match If

• Experience in Customer Success, Customer Service, Administration, Project Support, or Data Governance roles
• Strong customer-centric approach with a passion for delivering exceptional service
• Excellent communication skills, both written and verbal, with the ability to engage diverse stakeholders
• Strong organisational and prioritisation skills, managing multiple customers and competing demands
• Experience supporting customers through technology adoption, change, or system implementation projects
• High attention to detail with strong proficiency in Microsoft Office, particularly Excel and cloud-based applications

What's on offer

We're proud to offer a workplace that supports your well-being, growth, and belonging:

Extra Leave: Enjoy a 5th week of annual leave, 2 well-being days, plus 1 volunteer day annually

Career Growth: Endless learning and development opportunities

Parental Leave: 12 weeks of gender-neutral paid leave for primary carers

Inclusive Culture: Bronze Employer for LGBTQ Inclusion

⚖ Neutral Pay Gap: Gender pay gap under 5% (WGEA 2024-2025)

Mental Health: Gold accreditation by Mental Health Australia

Flexibility: Flex Ready and Family Friendly Workplace accredited

About Us

Join us and be part of something bigger!

Metcash is Australia's leading wholesale distribution company, with $19.5 billion in sales (FY25) and a proud spot in the ASX Top 125.

We believe in the power of independent, family-owned businesses to shape vibrant communities. Through our food, liquor, and hardware pillars, we help retailers become the ‘Best Store in Their Town' by providing merchandising, operational and marketing support.

We're committed to diversity, inclusion, and sustainability — and we welcome applicants from all backgrounds, including First Nations. If you need support during the application process, just let us know. Your privacy and dignity are always respected.

This role is being managed directly by our internal Talent Acquisition team. We respectfully request that recruitment agencies do not submit profiles or make contact regarding this opportunity.