Customer Operations Manager (Customer Experience & Service)

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

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
• Bonus programme (where eligible)
• Benefits Membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers)
• Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

Additional Information:

• This role is permanent, full-time, 76hrs/fortnight
• The internal job title for this role is Customer Operations Manager
• As our store operates 7 days per week, you must have the availability to work a rotating roster with a mix of day and evening shifts. You also have the availability to work alternating weekend shifts (both Saturday and Sunday).

About this work area

As our Customer Operations Manager, you will lead a high-performing team dedicated to creating seamless and inspiring customer experiences. You will play a key role in driving operational excellence, developing future leaders, and using customer insights to improve business performance and customer satisfaction.

Working collaboratively across the store and with external partners, you will ensure customers receive exceptional service while supporting the continued growth and success of the business. As Customer Operations Manager your responsibilities will include, but are not limited to:

• 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.
• Analysing 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.

You are a passionate and people-focused leader who thrives in a fast-paced retail environment. You know how to build engaged teams, create exceptional customer experiences and use data-driven insights to deliver results.

As Customer Operations Manager you are or you have

• Proven experience leading and developing 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.
• Strong stakeholder management and influencing skills, with the ability to build relationships across all levels of a business.
• Experience managing operational performance, budgets and key business metrics.
• The ability to adapt quickly, prioritise effectively and lead teams through change.
• A collaborative approach and a commitment to creating an inclusive, high-performing workplace.

We need people like you

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