Customer Operations Manager

Overview
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.
Benefits
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
AsCustomer Operations Manageryour 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
Qualifications
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
Your responsibilities
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
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