Customer Operations Manager

**Job ID**: 305570
- **Date posted**: 02/09/2025

**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
- Subsidised meals and complimentary drinks in our Co-worker restaurant
- Free uniforms provided
- Free Co-worker parking
- Benefits membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers).
- 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 Amanda Taylor - Deputy Sales Manager
- Applications close Tuesday 30th September 2025
- Domestic relocation is supported
- 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 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 have
- Minimum 2 years retail leadership within a similar role including cash handling, and performance management experience.
- 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