Customer Operations Manager

2 weeks 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% Co-worker discount
- Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
- Co-worker uniform provided
- Free Co-worker parking
- Digital Entertainment membership (thousands of discounts for dining, fun activities, shopping and travel across Australia & New Zealand)
- Bonus programme (where eligible)
- Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

Additional information:

- This role is Permanent, Full-time, 76hrs/fortnight.
- The Hiring Manager for this role is Belinda Cahill - Customer Manager
- Applications close Thursday 8 February 2024.
- 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 customer-focused 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 cost-effective 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 co-workers 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

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