Customer Experience Team Leader

IKEA Gruppe; Canberra; On-site; Confidential; Full time

Benefits offered by this job

5 weeks paid annual leave

Parental leave

Employee Assistance Program

15% co-worker discount

Co-worker restaurant meals

Co-worker uniform provided

Free co-worker parking

Digital Entertainment membership

Bonus programme

Co-worker Loyalty programme

Job summary

IKEA Australia in Canberra is seeking a Customer Experience Team Leader to drive daily operations, supporting customers and co-workers, and upholding IKEA values.

You will lead by example, coach your team, and manage escalations with empathy while collaborating with stakeholders to continuously improve service delivery in a fast-paced retail environment.

Qualifications

• Proven experience in a leadership role within retail or customer-facing environments.
• Demonstrated ability to lead a team (minimum 3 years) and deliver exceptional service.
• Strong customer-focused mindset balancing operations with high-quality outcomes.

Responsibilities

• Lead daily operations and respond to customer and co-worker needs to ensure a seamless journey.
• Handle complex customer interactions, including escalations, with empathy and problem-solving.
• Coach and mentor your team through performance reviews and development conversations.
• Support recruitment, training, retention, and succession planning with your manager.
• Lead by example with exceptional service, integrity, and IKEA values.
• Collaborate with internal stakeholders to streamline processes and improve service delivery.

Skills

Leadership experience

Customer service

Team management

Communication

Retail operations

Job description

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
• Digital Entertainment membership (thousands of discounts for dining, fun activities, shopping and travel across Australia & New Zealand)
• Bonus programme (where eligible)
• Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

Additional Information

• This is a permanent, full-time position 76 hours/fortnight
• The internal job title for this role is Customer Team Leader
• Availability is required between 8:30am-9:00pm on weekdays, with alternating fortnightly weekend shifts (Saturday and Sunday).
• The successful candidate will be required to obtain a Working with Children Check.
• As part of the recruitment process, shortlisted candidates will be invited to complete a video interview.

About this work area

As a Customer Experience Team Leader, you will play a key role in creating a seamless and inspiring customer journey by leading daily operations and supporting both customers and co-workers. Your responsibilities will include:

• Leading daily operations and responding to customer and co-worker needs to secure an efficient and seamless customer journey.
• Supporting complex customer interactions, including escalations, with professionalism, empathy and effective problem-solving.
• Ensuring co-workers are actively supported in their daily work, and developing, coaching and mentoring your team through performance reviews and on-the-job conversations.
• Supporting your manager with recruitment, training, retention, performance management, succession planning and competence development.
• Leading by example with exceptional customer service, integrity, compassion and efficiency as an ambassador of IKEA values.
• Taking ownership of Customer function action plan topics, proactively driving initiatives to achieve agreed goals.
• Supervising and supporting your team to ensure all processes are accurate, compliant and aligned with regulatory requirements.
• Collaborating with internal stakeholders to ensure smooth operations, streamline processes and continuously improve service delivery.
• Empowering your team by building knowledge, confidence, trust and motivation so they can support customers in the best possible way.

You are a people-focused leader who thrives in a fast-paced retail environment. You bring energy, structure and a genuine passion for customers and co-workers alike.

You will have

• Proven experience in a leadership role within retail, a customer-facing environment, or a similar setting.
• Demonstrated experience leading a team (minimum 3 years) and delivering exceptional customer service.
• A customer-focused mindset, with the ability to balance operational performance and high-quality service outcomes.
• Highly developed communication, collaboration and organisational skills.
• A strong passion for understanding the customer journey and how you and your team contribute to a positive shopping experience.
• A leadership style that reflects the IKEA values, always leading by example.
• High energy and resilience - you enjoy the buzz of a dynamic retail environment.
• A proactive mindset, constantly seeking ways to simplify processes and reduce unnecessary costs.

We need people like you

At IKEA, work is so much more than a job. Come join us!