Transformational Customer Experience Lead

Inter IKEA Systems B.V.; Canberra; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

5 weeks paid annual leave

Paid parental leave

Co-worker discount 15%

Meal benefits in co-worker restaurant

Co-worker uniform provided

Free co-worker parking

Digital Entertainment membership

Bonus programme

Co-worker Loyalty programme

Job summary

Inter IKEA Systems B.V. in Canberra seeks a Customer Experience Team Leader to drive daily operations and elevate the customer journey. You will support both customers and co-workers with empathy, solve escalations, and coach a team to uphold IKEA values.

The role requires 3+ years in retail leadership, strong communication, and a passion for delivering outstanding service in a fast-paced environment.

Qualifications

• Proven experience in a leadership role within retail or a customer-facing environment.
• Demonstrated experience leading a team (minimum 3 years) and delivering exceptional customer service.
• Customer-focused mindset, with the ability to balance operational performance and high-quality service outcomes.
• Highly developed communication, collaboration and organisational skills.
• A leadership style aligned with IKEA values and leading by example.

Responsibilities

• Lead daily operations and respond to customer and co-worker needs to secure an efficient and seamless customer journey.
• Support complex customer interactions, including escalations, with professionalism, empathy and effective problem-solving.
• Develop, coach and mentor your team through performance reviews and on-the-job conversations.
• Support recruitment, training, retention, performance management, succession planning and competence development.
• Lead by example with exceptional customer service, integrity and efficiency as an ambassador of IKEA values.
• Collaborate with internal stakeholders to ensure smooth operations and continuous service improvements.
• Empower your team by building knowledge, confidence, trust and motivation to support customers effectively.

Skills

Leadership experience

Team management

Customer-focused

Communication skills

Organizational skills

Job description

Inter IKEA Systems B.V. in Canberra seeks a Customer Experience Team Leader to drive daily operations and elevate the customer journey. You will support both customers and co-workers with empathy, solve escalations, and coach a team to uphold IKEA values.

The role requires 3+ years in retail leadership, strong communication, and a passion for delivering outstanding service in a fast-paced environment.