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Customer Operations Manager

3 months ago

Richmond, Australia IKEA Full time

Job ID: 225610

Date posted: 25/01/2024

Our team within IKEA
At IKEA, our vision is to create a better everyday life for the many people.

We believe that everything we do comes with the responsibility to create a positive impact on people, society and the planet.

We are passionate about home furnishing, creating a positive life at home and sharing our tasty responsibly sourced food with the many people across the world.

We are guided by our cultures & values, creating a great place to work.

We stand for equality, diversity and inclusion.

We care about people & planet and promote health & wellbeing.

We nurture your development and provide career opportunities to unlock your potential.

What you need to know

Working at IKEA has its benefits and rewards:

  • 5 weeks' Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more
  • 24/7 access to our Employee Assistance Program for health and wellbeing support
  • 15% Coworker discount
  • Lowcost nutritious meals including complimentary drinks in our Coworker restaurant
  • Coworker uniform provided
  • Free Coworker parking
  • Digital Entertainment membership (thousands of discounts for dining, fun activities, shopping and travel across Australia & New Zealand)
  • Bonus programme (where eligible)
  • Coworker Loyalty programme (extra contribution to your superannuation fund where eligible)

Additional information:

  • This role is Permanent, Fulltime, 76hrs/fortnight.
  • The Hiring Manager for this role is Belinda Cahill
  • Customer Manager
  • Applications close Thursday 8 February 202
  • Mobility support: Domestic relocation only.
  • As our store operates 7 days per week, you must have the availability to work a rotating roster with a mix of day and evening shifts. You also have the availability to work alternating weekend shifts (both Saturday and Sunday).

About this work area
As Customer Operations Manager your responsibilities will include, but are not limited to:

  • Contribute ideas and insights to the creation and operations implementation of the local customer relations action plan
  • Execute and follow up a customerfocused culture throughout the unit and ensure an overall inspiring shopping journey
  • Build business competence and lead, coach and develop the full team promoting individual growth and securing a high performing team
  • Implement the global solutions, services and tools that support the daily operations within the customer function
  • Analyse customer related and financial KPI's and act with relevant stakeholders on the root causes of customer dissatisfaction and other efficiency drivers including accountability of the customers and compensations budget
  • Provide family friendly environment that converts more visitors to happy customers
  • Ensure a customer friendly, efficient and costeffective execution of the payment process
  • Maintain relations with external and internal partners and provide input to the service agreements and contracts with internal/external partners and support coworkers in execution and follow up
  • Secure operational excellence in daily operations in order to enhance the customers shopping journey
  • Identify and develop the many talents in the unit and within the department to secure succession planning
  • Support proactively with customer insights for business and customer experience improvements.
As Customer Operations Manager you are or you have

  • Incredible people management skills and being able to identify, support and nurture talent to see them grow and develop.
  • A strong ability to inspire the team to prioritise the customer experience through leading by example.
  • An adaptable mindset, being able to reflect and remain agile in a constantly changing retail environment.
  • A highly developed skillset in analysing data, being able to derive insight, identify pain points and create solutions to drive customer satisfaction.
  • Collaborative by nature and can influence and inspire colleagues, internal and external to align to your vision.

We need people like you
At IKEA, work is so much more than a job. Come join us