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.
Are you ready to help create a better customer experience for the many people?
In this role, you'll lead and support a diverse team of leaders, helping them grow while creating a seamless experience for our customers. You'll be responsible for customer satisfaction, operational excellence and delivering strong business results in a fast-paced retail environment.
This is an opportunity to lead a large and important part of the IKEA business, where your decisions will make a real difference for customers, co-workers and the business. You'll gain valuable experience leading a complex function at scale, broaden your leadership journey and continue developing your impact as a leader within one of the world's most loved home furnishing retailers.
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
- Free 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)
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.
At IKEA, work is so much more than a job. Come join us!