Customer Operations Manager

IKEA; Fenny Stratford; Presencial; GBP 32.000 - 39.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

IKEA discount 15%

Discount portal savings

Life Assurance 4x pay

Enhanced pension contributions

Interest-free loans

Added paid leave

Free healthy meals

Descripción de la vacante

IKEA Milton Keynes is seeking a Customer Operations Manager to lead a large team and deliver exceptional customer experiences. You will shape the customer journey, drive operational excellence, and develop a culture where co-workers and customers thrive.

You will inspire teams, manage budgets, and leverage customer insights to improve service levels. The role offers a start date in December 2026 and a starting salary of £35,145 with a 39-hour week over 5 days and some weekend off.

Formación

• 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 influence others and adapt quickly to changing demands using customer insights.
• Proven record of developing coworkers and teams with talent management processes (recruitment, development, succession).
• Ability to set clear expectations with good analytical and numerical skills including cost and budget management.

Responsabilidades

• Contribute to the local customer relations action plan and implement it.
• Drive a customer-focused culture to deliver an inspiring shopping journey.
• Support Team Leaders to improve development plans and secure succession for key roles.
• Lead and coach the full team to maintain a high performing unit.
• Implement global solutions and tools to support daily operations in the customer function.
• Analyze customer and financial KPIs and address root causes of dissatisfaction.
• Provide a family-friendly environment that converts more visitors to happy customers.
• Ensure efficient payments processes and cost-effective execution.
• Maintain relations with internal/external partners and support contracts.
• Ensure outstanding day-to-day operations to improve the customer experience.

Conocimientos

Retail leadership

Communication

People development

Budget management

Change management

Descripción del empleo

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.

WHAT WE OFFER

• Start Date: December 2026
• 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.

WORKING WITH US HAS ITS REWARDS

• 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

WHAT YOU'LL NEED TO HAVE

• 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.

WHAT YOU'LL BE DOING DAY TO DAY

• 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