Customer Operations Manager

IKEA; Milton Keynes; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Discounts and benefits

Job summary

IKEA Milton Keynes is seeking a Customer Operations Manager to lead a large retail team and deliver exceptional customer experiences. You’ll combine commercial awareness, operational excellence and people leadership to shape the customer journey and drive store performance.

You’ll develop talent, implement global tools and processes, and ensure a high-performing team that creates a welcoming, efficient shopping environment for every visitor.

Qualifications

• Experience leading a large retail team
• Confident communicator influencing others
• Proven track record developing coworkers and teams in talent processes
• Ability to set clear expectations and manage cost and budgets
• Knowledge of change management processes and rapid problem-solving

Responsibilities

• Contribute to the local customer relations action plan
• Lead and coach the Customer Team Leaders and teams to secure succession
• Drive customer-focused culture and inspiring shopping journeys
• Implement global solutions, services, and tools in daily operations
• Analyse customer and financial KPIs and address root causes of issues
• Support with customer insights for business improvements
• Maintain strong partner relationships and service level agreements
• Ensure outstanding day-to-day operational performance

Skills

Team leadership

Communication

Talent development

Budget management

Change management

Job description

\"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.

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

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/

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

RECRUITMENT PROCESS INFORMATION

If you have any special requirements during the interview process, please let us know as soon as possible.