Customer Experience & Operations Leader

Ikea Ab; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

5 weeks annual leave

Parental leave

Co-worker discount 15%

Employee assistance program

Co-worker parking

Uniform provided

Job summary

IKEA in Melbourne is seeking a Customer Operations Manager to lead a large, customer-facing team and drive superior service across in-store operations and payment processes. You will use customer insights to improve business performance and customer satisfaction while managing budgets and collaborating with partners to achieve goals.

You will mentor, coach and develop talent, foster a culture of collaboration, and deliver an engaging, consistent shopping experience in a fast-paced retail

Qualifications

• Proven experience leading and developing large, customer-focused teams.
• Strong coaching and people leadership skills, with a passion for identifying and nurturing talent.
• Customer-first mindset and a track record of delivering outstanding customer experiences.
• Excellent analytical and problem-solving capabilities, with the ability to translate insights into meaningful actions.
• Strong stakeholder management and influencing skills across all levels.
• Experience managing operational performance, budgets and key business metrics.
• Ability to adapt quickly, prioritise effectively and lead teams through change.
• Collaborative approach and a commitment to creating an inclusive, high-performing workplace.

Responsibilities

• Lead, coach and develop a large customer-facing team with a culture of collaboration and continuous improvement.
• Create an engaging, customer-focused environment that delivers an exceptional shopping experience for every customer.
• Drive ops excellence across customer service, front-end and payment processes to ensure efficiency.
• Analyse customer feedback, ops performance and financial metrics to identify improvements and implement solutions.
• Partner with stakeholders across the business to enhance customer satisfaction and optimise processes.
• Lead the implementation of tools and systems to support customer operations and improve the customer experience.
• Build team capability through succession planning, talent development and performance management.
• Manage budgets and resources while balancing customer satisfaction and efficiency.
• Establish and maintain strong relationships with internal and external partners.
• Share customer insights and trends to influence decisions and drive improvement.

Skills

Team leadership

Coaching

Customer focus

Analytical skills

Stakeholder management

Budget management

Change management

Collaboration

Job description

IKEA in Melbourne is seeking a Customer Operations Manager to lead a large, customer-facing team and drive superior service across in-store operations and payment processes. You will use customer insights to improve business performance and customer satisfaction while managing budgets and collaborating with partners to achieve goals.

You will mentor, coach and develop talent, foster a culture of collaboration, and deliver an engaging, consistent shopping experience in a fast-paced retail