Customer Operations Manager

Ikea; Bletchley; On-site; GBP 32,000 - 40,000; Full time

Benefits offered by this job

IKEA discount

Life Assurance

Pension contributions

Additional paid leave

Meal option

Job summary

IKEA Milton Keynes is seeking a Customer Operations Manager to lead a large team, shape the customer journey, and drive outstanding store performance. You will foster a customer-focused culture, coach leaders, and work with partners to deliver a seamless shopping experience.

In this role you will manage budgets, analyze KPIs, and guide daily operations to ensure a memorable visit for every customer. A strong retail leadership background and collaborative mindset are essential.

Qualifications

• Experience in a management role within a retail environment.
• Proven ability to lead large teams and motivate staff.
• Strong focus on delivering exceptional customer experiences.
• Knowledge of cost/budget management and staffing alignment.

Responsibilities

• Lead and develop the full Customer Operations team to deliver a best-in-class shopping journey.
• Inspire a customer-focused culture and implement the local customer relations action plan.
• Partner with stakeholders to improve service levels and operational performance.
• Coach team leaders, secure succession, and ensure high performance across all levels.
• Monitor KPIs and drive actions to reduce customer dissatisfaction and improve efficiency.

Skills

Retail leadership

Team development

Customer experience

Budget management

Communication

Job description

Candidate profile (text) - Default language This is an exciting opportunity to take on a leadership role within IKEA Milton Keynes. As Customer Operations Manager, you'll be a key leader within the store, inspiring and developing large teams to deliver exceptional experiences for every customer. Combining commercial awareness, operational excellence and people leadership, you'll shape the customer journey, influence business performance and build a culture where both co-workers and customers can thrive.,

• Contribute ideas & insight to the creation and operational implementation of the local customer relations' action plan.
• Execute and follow up a customer-focused culture throughout the unit and ensure an overall inspiring shopping journey.
• Build business competence by supporting Customer Team Leaders in their efforts to improve according to agreed development plans and securing succession for key roles within the function.
• Lead, coach, develop the full team promoting individual growth and competence at all levels and securing a high performing team
• Implement the global solutions, services and tools that support the daily operations within the customer function.
• Analyse customer-related and financial key performance indicators and act with relevant stakeholders on the root causes of customer dissatisfaction and other efficiency drivers including accountability of the customer & compensations budget.
• Provide a family-friendly environment that converts more visitors to happy customers.
• Ensure a customer-friendly, efficient and cost-effective execution of the payments process.
• Maintain relations with external and internal partners and provide input to the service agreements and contracts with internal/external partners and support co-workers in execution and follow up
• Ensure outstanding day-to-day operational performance to improve the customer shopping experience and drive the happy customer score.
• Identify and develop the many talents in the unit and within the department to secure succession planning.
• Support proactively with customer insights for business and customer experience improvements.

WE CARE FOR THE PEOPLE

It takes the diversity of thought, background, and culture to make great ideas a reality. We welcome candidates from all walks of life, including those with disabilities, to join us, and feel valued in the workplace. Come see the wonderful workday where we create a better everyday life for the many

Come see things a little differently with us and be part of creating a better everyday life for the many.

Experience

• Experience of working in a management role within a retail environment, demonstrating strong leadership by managing and motivating a large team
• Confident communicator who can take the initiative to influence others and adapt quickly to changing demands using customer insights.
• Proven record/experience of developing coworkers and teams with a working knowledge of talent management processes, i.e. recruitment, development and succession.
• Ability to set clear expectations and directions with good analytical and numerical skills using knowledge of cost and budget management whilst securing staffing needs according to the customer flow.
• Solid understanding of the change management process for both process and co-workers with the ability to implement solutions quickly and with simplicity.

"You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you."

A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share. Join the team and start a better life for yourself. as well so much more! https://www.ikea.com/ie/en/this-is-ikea/work-with-us/why-work-with-us-because-a-job-with-us-is-so-much-more-than-a-job-pub1969c310, From the deep forests in Sweden, we have spread our culture and values around the world. At the heart of our offer are our beautiful home-furnishing products and solutions, made with care for our planet, reaching millions of customers. At the heart of our business, are our wonderful co-workers representing diversity in all dimensions and passionate for life at home. We all contribute with our uniqueness and we want to grow and develop together. Our vision, "to create a better everyday life for the many people" inspires and guides us in everything we do. This is IKEA. What we all have in common

Living our values

• Living our values
• Being your unique self, while respecting and including others
• A passion for home furnishing
• Performing & delivering while learning & developing
• Having fun!

Compensation & Working Hours

• This role has a starting salary of £35,145 per annum, based on competence & experience.
• 39 hours per week working 5 days over 7 with every 2nd weekend off.
• We can discuss flexibility to match your life and our business needs during the interview.

Benefits

• 15% IKEA discount & discount portal helping you save €100's on High-street retailers.
• Life Assurance of 4 times your pay, enhanced statutory pension contributions & interest free loans.
• Given Day - Additional days' paid leave to take at any point during the year, when it's important for you
• Free healthy meal option, salad bar, fruit, and hot/cold drinks