B2B Digital Success Partner

At Metcash, you’re part of something bigger . You have all the perks of a small business heart, without missing out on the big business support. Being part of something bigger means you’re part of a strong purpose, where the work you do makes a big difference to independent business and local communities. It opens a sea of opportunities to develop yourself, grow your career, thrive your way and make your mark. And you’ll be part of our high performing team, where you reap the rewards of our collective success now and into the future. About the Opportunity Are you passionate about helping retailers succeed, driving digital adoption, and shaping the future of independent retail operations? At Metcash, we’re transforming how retailers connect, transact, and manage their businesses through Sorted , our innovative, ever-evolving technology platform. This is a pivotal time to join us. We’re introducing new operational tools into Sorted and retiring legacy portals, making it the single, go‑to destination for retailers. As a Retailer Success Partner , you’ll play a critical role in ensuring retailers embrace these changes, leveraging Sorted to its full potential for efficiency, visibility, and growth. You’ll work at both a tactical and strategic level — from creating clear, customer‑friendly content for our self‑service support tools, to developing Joint Business Plans with our largest and most complex store groups, guiding them through digital transformation and operational excellence. In this Role As a Retailer Success Partner, you’ll be the bridge between innovation and retailer success. Your responsibilities will include: Build and maintain strong relationships with store owners and managers, gaining a deep understanding of their needs and identifying opportunities to support their business objectives. Work in partnership with our largest and most complex store groups to design and deliver tailored business plans that achieve measurable results and align with shared goals. Partner with internal teams, including Retail, Operations, and Sales, to drive retailer success through cross‑functional initiatives. Provide strategic guidance and support for Retailer self‑service adoption. Digital Adoption & Change Management Support retailers through the transition to new operational tools on Sorted, ensuring smooth onboarding and ongoing adoption. Create and maintain clear, engaging self‑service support content that empowers retailers to get the most from Sorted. Communicate changes, enhancements, and new features in ways that inspire confidence and drive usage. Performance & Continuous Improvement Analyse retailer engagement and performance data to identify opportunities for improvement and growth. Champion retailer feedback within Metcash to inform platform development and process optimisation. Lead initiatives that continuously enhance the retailer experience across all digital touchpoints. You’re Likely a Match If You Have: Experience in Retail Operations, Account Management , or Business Development , ideally within FMCG, retail or e‑commerce. A proven ability to drive adoption of new technologies , with success in both implementation and ongoing management. A proven track record of driving adoption of new systems, tools, or processes in a customer‑facing role. Strong skills in creating clear, user‑friendly customer support content for self‑service platforms. The ability to work strategically with large, complex customer accounts — including developing and executing JBPs. Excellent problem‑solving skills and the ability to adapt quickly in a fast‑changing environment. A collaborative, customer‑first mindset with the ability to balance operational detail and big‑picture thinking. Bonus points for experience in digital platform adoption, retail technology, or data‑driven business planning. Life at Metcash Experience a supportive and flexible work environment. We are a FlexReady accredited workplace Enjoy a 5th week of annual leave every year after your first year. Benefit from 2 well‑being days and 1 volunteer day annually. An abundance of learning, development, and career growth opportunities. 12 weeks of gender‑neutral paid parental leave for primary carers. Proudly awarded “Bronze Employer for LGBTQ Inclusion”. Recognised as 45th in the global Equileap Top 100 for initiatives on gender equity. ⚖ ️ A neutral gender pay gap of under 5% as published by WGEA 2022- 2023