Customer Operations Manager

**Job ID**: 299824
- **Date posted**: 19/07/2025

**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
- Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
- Co-worker uniform provided
- Free Co-worker parking
- Bonus programme (where eligible)
- Benefits Membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers)
- Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

Additional Information:

- This role is Permanent Full-time, 76 hrs/fortnight.
- Applications close Friday 15 August 2025
- You must have the availability to work a rotating roster with a mix of day and evening shifts between the hours of 8am and 10pm. 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:

- Securing operational excellence and a customer friendly, efficient and cost-effective execution of the payment and returns processes.
- Lead, coach and develop your team of Customer Co-workers and Team Leaders, building competence and high performance, identifying talent, and securing succession
- Lead a customer-focused culture throughout the unit and ensure an overall inspiring shopping journey.
- Proactively share customer insights for business and customer experience improvements.
- Analyse customer related financial KPIs and act with relevant stakeholders on the root causes of customer dissatisfaction and other efficiency drivers - including accountability of the customers and compensations budget.
- Implement the global solutions, services and tools that support the daily operations within the customer function
- Provide family friendly environment that converts more visitors to happy customers

As Customer Operations Manager you are/have:

- Experience building a high performing team and securing succession. You resonate with the IKEA values and lead by example, supporting and developing your team with a continuous improvement mindset.
- Experiencing influencing stakeholders and leading a customer-centric culture.
- Experience leading the business through your people and securing operational excellence with flexibility, simplicity, and speed.
- Able to be adaptable in a constantly changing, fast-paced retail environment.
- A highly developed skillset in analysing data, being able to derive insights, identify pain points, create solutions, and influence across the business to drive customer satisfaction.
- Strong communication and a highly collaborative approach.
- Able to effectively create and execute action plans that deliver business results.

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