National Customer Communications Manager

About the Opportunity

Are you passionate about creating clear, consistent, and impactful communications that put customers first? Metcash is seeking a dynamic National Customer Communications Manager to lead our customer engagement and communication team.

In this pivotal role, you will champion a ‘think customer’ mindset across the business by developing and embedding a cohesive content strategy. You’ll work closely with teams across the organisation to ensure our messaging is unified and reflects the ‘one Metcash’ vision delivering a seamless experience for all our customers.

You will be primarily responsible for managing the content for askROSS, our key customer platform, while also driving consistency across all customer-facing communications.

If you thrive on collaboration, strategic thinking, and leading change that enhances customer experience, this is your opportunity to make a real impact at Metcash!

In this Role

• Develop the customer content strategy aligned with the E2DB strategic priority, leveraging platform data and insights to drive ongoing improvements in key metrics such as views, engagement, and customer communication KPIs
• Collaborate cross-functionally and across pillars (ALM), partnering closely with customer-facing teams beyond CX, including Operations and National Customer Service
• Lead the transformation of customer communications and change management efforts to foster proactive and effective customer engagement
• Oversee and develop the customer communications team, enhancing skills and building capability
• Implement governance and capability frameworks across the business to ensure consistent, customer-focused communication and promote a ‘think customer’ culture
• Create best-in-class, customer-centric communications across all customer-facing channels, using data and insights to continuously optimise performance

You’re Likely a Match If

• Over 15 years of industry experience across multiple functions within Retail and/or FMCG, with a proven track record of developing strategies that achieve business objectives
• Strong leadership skills with experience managing teams and collaborating cross-functionally
• Skilled in content strategy development and managing digital communications platforms
• Excellence in written and oral communication with strong influencing skills to build confidence, trust, and effective relationships
• Proven ability to cultivate and embed a ‘Think Customer’ culture across teams and the organisation
• Exceptional interpersonal, negotiation, and diplomatic skills for managing diverse internal and external stakeholder relationships
• Strong project management skills with the ability to work autonomously, manage multiple projects simultaneously, and meet deadlines
• Solid data and analytical capabilities, translating insights into actionable improvement plans while maintaining composure under pressure
• Demonstrated experience supporting change management initiatives

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 2023- 2024

🥇 Gold accreditation by Mental Health Australia.

💸 Incredible value discounts and perks through our team member app, “Our Local”.

About Us

Metcash is Australia’s leading wholesale distribution company, with revenue exceeding $18 billion in FY24. We’re also an ASX top 125 listed company.

We believe that it is absolutely vital to Australia that there is a sustainable, independent, family-owned business sector. Independent retailers support their local communities. We help them to be the ‘Best Store in Their Town’ by providing merchandising, operational and marketing support across our food, liquor and hardware pillars.

We're dedicated to fostering diversity and inclusion in our workplace and are proud to be an equal opportunity employer. Joining our team means becoming part of something bigger, a company that actively promotes diversity, champions charitable causes, and supports environmental efforts. We welcome applications from individuals of all backgrounds, including First Nations. If you have any specific support or access needs, please don't hesitate to inform us when you apply. Rest assured; your personal information will be handled with the utmost confidentiality in accordance with applicable privacy laws.

Join us and be part of something bigger!

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