Customer Experience & Operations Leader

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

Benefits offered by this job

5 weeks’ Paid Annual Leave

Parental Leave

Employee Assistance Program

Meal benefits

Job summary

IKEA Springvale is seeking a Customer Operations Manager to lead a large customer-facing team and drive exceptional service across the store. You will play a key role in operational excellence, training future leaders, and using customer insights to boost satisfaction and business performance.

As a leader in a fast-paced retail environment, you will collaborate with partners across the store to deliver a seamless shopping experience, while balancing costs, efficiency and customer delight.

Qualifications

• Proven experience leading and developing large, customer-focused teams.
• Strong coaching and people leadership skills, with a passion for identifying and nurturing talent.
• Excellent analytical and problem-solving capabilities, with the ability to translate insights into meaningful actions.

Responsibilities

• Lead, coach and develop a large customer-facing team, fostering collaboration and continuous improvement.
• Create an engaging environment that delivers an exceptional shopping experience for every customer.
• Drive operational excellence across customer service, front-end operations and payment processes.
• Analyse customer feedback, operational performance and metrics to identify improvement opportunities.
• Partner with stakeholders across the business to enhance customer satisfaction and achieve goals.
• Lead implementation of tools and initiatives that support customer operations.
• Manage budgets and resources balancing customer satisfaction with efficiency and commercial outcomes.

Skills

People leadership

Customer service

Analytical thinking

Stakeholder management

Budget management

Change leadership

Job description

IKEA Springvale is seeking a Customer Operations Manager to lead a large customer-facing team and drive exceptional service across the store. You will play a key role in operational excellence, training future leaders, and using customer insights to boost satisfaction and business performance.

As a leader in a fast-paced retail environment, you will collaborate with partners across the store to deliver a seamless shopping experience, while balancing costs, efficiency and customer delight.