Customer Operations Manager (Customer Experience & Service)

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

Customer Operations Manager (Customer Experience & Service)

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
• Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
• 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) & public holidays.

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.

Who you are

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.

Hirer responsiveness Salary match Number of applicants

Our business idea is to offer well-designed, functional and affordable, high-quality home furnishing, produced with care for people and the environment. At IKEA, we believe in people. Behind every product are humble, enthusiastic teams that make it possible. We challenge convention and drive positive change. We're a team of caring, curious and optimistic individuals who help Australians discover happiness in everyday life at home. We give down-to-earth straightforward people the possibility to develop and grow. Because when our co-workers grow, IKEA grows too.

Our business idea is to offer well-designed, functional and affordable, high-quality home furnishing, produced with care for people and the environment. At IKEA, we believe in people. Behind every product are humble, enthusiastic teams that make it possible. We challenge convention and drive positive change. We're a team of caring, curious and optimistic individuals who help Australians discover happiness in everyday life at home. We give down-to-earth straightforward people the possibility to develop and grow. Because when our co-workers grow, IKEA grows too.

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