Retailer & Shopper Support Lead, Online Programs

Metcash; Sydney; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

5th week of annual leave

2 well-being days

1 volunteer day annually

Career growth and development

Parental leave 12 weeks

Job summary

Metcash is seeking a Retailer and Support Shopper Specialist to support the national rollout of the IGA Shop Online and IGA Rewards programs. You will resolve shopper and retailer issues, coordinate with internal teams, and assist with payments, pricing and promotions across online programs.

The role emphasizes problem solving, customer service excellence, and building strong retailer relationships in a fast-paced environment with flexible work options.

Qualifications

• 3+ years’ experience in a customer service, customer support, or stakeholder-facing role
• Strong communication skills, with the ability to engage effectively with customers, retailers, and internal stakeholders
• Proven problem-solving skills, with the ability to investigate issues, identify root causes, and deliver effective solutions
• Demonstrated ability to build and maintain strong relationships while delivering exceptional customer experiences
• Experience working in a fast-paced environment, managing multiple priorities and meeting service level expectations
• Exposure to eCommerce, digital platforms, online retail, or operational support environments will be highly regarded
• FMCG, retail, loyalty, or customer experience program experience will be viewed favourably

Responsibilities

• Resolve complex Shopper and Retailer enquiries escalated from Customer Service and internal business teams
• Investigate issues, identify root causes, and implement effective solutions to drive positive outcomes
• Manage complaints and service requests within agreed service levels, ensuring timely resolution and follow-up
• Build and maintain strong relationships with Retailers, State Operations teams, suppliers, and external partners
• Support the management of pricing, promotions, host programs, and retailer operational processes
• Oversee retailer and shopper payments, refunds, fees, and chargeback activities for online programs
• Deliver exceptional service and contribute to shopper and retailer satisfaction through continuous improvement and stakeholder collaboration

Skills

Customer service

Stakeholder facing

Communication

Problem solving

Relationship building

Multitasking

Ecommerce exposure

Job description

Metcash is seeking a Retailer and Support Shopper Specialist to support the national rollout of the IGA Shop Online and IGA Rewards programs. You will resolve shopper and retailer issues, coordinate with internal teams, and assist with payments, pricing and promotions across online programs.

The role emphasizes problem solving, customer service excellence, and building strong retailer relationships in a fast-paced environment with flexible work options.