Customer Experience & Operations Leader

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

Benefits offered by this job

5 weeks leave

Parental Leave

Discounts (15%)

Meal benefits

Uniform provided

Parking (co-worker)

Bonus programme

Membership benefits

Loyalty programme

Job summary

IKEA in Melbourne is seeking a Customer Operations Manager to lead a large customer-facing team and drive seamless experiences across service, front-end operations and payments. You will use customer insights to improve performance, coach leaders, manage budgets and resources, and partner with stakeholders to deliver outstanding service in a fast-paced retail environment.

Availability to work a rotating roster with day/evening shifts and weekends is expected as part of this permanent full-time

Qualifications

• Proven experience leading large, customer-focused teams.
• Strong coaching and people leadership skills, with a passion for identifying and nurturing talent.
• A 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.

Responsibilities

• Leading, coaching and developing a large customer-facing team, fostering a culture of collaboration, accountability and continuous improvement.
• Creating an engaging and customer-focused environment that delivers an exceptional shopping experience for every customer.
• Driving operational excellence across customer service, front-end operations and payment processes to ensure efficiency and effectiveness.
• Analyzing customer feedback, operational performance and financial metrics to identify opportunities for improvement and implement sustainable solutions.
• Partnering with stakeholders across the business to enhance customer satisfaction, optimise processes and achieve business goals.
• Leading the implementation of tools, systems and initiatives that support customer operations and improve the overall customer experience.
• Building team capability through succession planning, talent development and performance management.
• Managing budgets and resources responsibly while balancing customer satisfaction, operational efficiency and commercial outcomes.
• Establishing and maintaining strong relationships with internal and external partners to support operational success.
• Sharing customer insights and trends to influence business decisions and drive continuous improvement.

Skills

Proven experience leading large teams

Coaching and people leadership

Customer-first mindset

Analytical and problem-solving

Stakeholder management

Operational performance management

Adaptability

Collaborative approach

Job description

IKEA in Melbourne is seeking a Customer Operations Manager to lead a large customer-facing team and drive seamless experiences across service, front-end operations and payments. You will use customer insights to improve performance, coach leaders, manage budgets and resources, and partner with stakeholders to deliver outstanding service in a fast-paced retail environment.

Availability to work a rotating roster with day/evening shifts and weekends is expected as part of this permanent full-time