Customer Experience Team Lead: Inspire Delight & Growth

IKEA; New York (NY); On-site; USD 39,000 - 52,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Retirement plans

Employee discounts

Parental leave

Tuition assistance

Dental and vision

Job summary

IKEA USA in New York seeks a hands-on leader to guide shop-floor teams across Cash Lanes, Click and Collect, Home Delivery, Handout and Car Loading, delivering a consistent and joyful customer experience. You will coach co-workers, empower decision-making, and monitor performance to drive improvements.

The role requires proven team leadership in retail, strong customer service standards, and the ability to analyze KPIs and resolve issues.

Qualifications

• 3 years of experience leading a team, preferably in a retail environment.
• Experience in retail, preferably in the home furnishing sector.
• Experience planning, driving output and measuring performance (business).
• Experience leading and developing a team, preferably in a retail environment.
• Knowledge and understanding of Customer Service standards, routines and best practices.
• Experience with problem solving and conflict handling techniques.

Responsibilities

• Leads and coaches co-workers in cash lanes and services to ensure a consistent customer experience.
• Empowers service co-workers to make decisions that improve customer outcomes.
• Monitors performance against goals and analyzes KPI data and root causes.
• Monitors wait times and processes, and identifies actions to improve customer experience.
• Implements routines, development plans and onboarding for co-workers.
• Hires, onboards and trains Customer Care and Carts co-workers and plans resources.
• Ensures system knowledge and access across ISELL, Centiro, MHS, IPOS and queuing systems.
• Builds emotional connections with customers and coaches others on how to do the same.
• Partners with Risk & Compliance to ensure adherence to policies on cash handling, inventory, safety and audits.

Skills

Team leadership

Retail experience

Performance metrics

People development

Customer service standards

Problem solving

Tools

ISELL

Centiro

MHS

IPOS

Queuing systems

Job description

IKEA USA in New York seeks a hands-on leader to guide shop-floor teams across Cash Lanes, Click and Collect, Home Delivery, Handout and Car Loading, delivering a consistent and joyful customer experience. You will coach co-workers, empower decision-making, and monitor performance to drive improvements.

The role requires proven team leadership in retail, strong customer service standards, and the ability to analyze KPIs and resolve issues.