Customer Success Lead

Metcash Trading Limited; City of Brisbane; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

5th week annual leave

2 well-being days per year

1 volunteer day annually

Career growth opportunities

Parental leave 12 weeks

Mental Health Australia accreditation

Flex Ready & Family Friendly Workplace

Job summary

Join Metcash Trading Limited in a Customer Success Lead role within the Sorted team, acting as the second-in-command to the Customer Success Manager and driving day-to-day operations. You’ll coach, mentor, and guide team members while staying hands-on in delivering exceptional customer outcomes.

You’ll build leadership capability through coaching and knowledge sharing, manage escalations, and collaborate with retailers, suppliers, and stakeholders to improve SLA delivery and overall customer

Qualifications

• Experience in Customer Success, Customer Service, Operations, Administration, or Data Governance.
• Ready to take on additional responsibility.
• Enjoys supporting and developing others without formal people management.
• Strong communication and stakeholder management skills.
• Thrives in a fast-paced environment and can prioritise competing tasks.

Responsibilities

• Supporting the day-to-day operations of the Customer Success team.
• Providing guidance, coaching, and ongoing support to team members.
• Assisting with onboarding, training, and knowledge sharing.
• Managing escalations and complex customer enquiries.
• Monitoring customer service performance and SLA delivery.
• Driving operational improvements and process efficiencies.
• Working closely with the Customer Success Manager on team initiatives and business projects.
• Maintaining strong relationships with retailers, suppliers, and internal stakeholders.

Skills

Customer Success

Operations

Stakeholder management

Coaching & mentoring

Leadership

Communication

Job description

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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

Looking to take the next step in your Customer Success career?

We're looking for a motivated and customer-focused professional to join our Sorted team as a Customer Success Lead. This is an exciting opportunity for someone who is ready to move beyond a traditional Customer Success Coordinator or Specialist role and gain valuable operational leadership experience.

As the Customer Success Lead, you'll work closely with the Customer Success Manager as the team's second-in-command (2IC), helping to keep daily operations running smoothly while supporting the development and success of the wider team.

This role offers the opportunity to build leadership capability through coaching, mentoring, and guiding team members, while remaining hands-on in delivering exceptional customer outcomes.

In this Role

• Supporting the day-to-day operations of the Customer Success team
• Providing guidance, coaching, and ongoing support to team members
• Assisting with onboarding, training, and knowledge sharing
• Managing escalations and complex customer enquiries
• Monitoring customer service performance and SLA delivery
• Driving operational improvements and process efficiencies
• Working closely with the Customer Success Manager on team initiatives and business projects
• Maintaining strong relationships with retailers, suppliers, and internal stakeholders

You’re Likely a Match If

• Experience in Customer Success, Customer Service, Operations, Administration, or Data Governance
• Is looking for the next step in their career and ready to take on additional responsibility
• Enjoys supporting and developing others without the need for formal people management
• Is highly coachable, open to feedback, and committed to continuous learning
• Can confidently influence and support others through positive leadership
• Has strong communication and stakeholder management skills
• Thrives in a fast-paced environment and can effectively prioritise competing tasks
• Loves solving problems and delivering great customer experiences

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

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 (FY26) 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 respect ed.

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.