Job Description
At IKEA, our vision is to create a better everyday life for the many people. We believe that everything we do comes with the responsibility to create a positive impact on people, society and the planet. We are passionate about home furnishing, creating a positive life at home and sharing our tasty responsibly sourced food with the many people across the world.
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We are guided by our cultures & values, creating a great place to work.
n We stand for equality, diversity and inclusion.
n We care about people & planet and promote health & wellbeing.
n We nurture your development and provide career opportunities to unlock your potential.
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Are you ready to help create a better customer experience for the many people?
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In this role, you'll lead and support a diverse team of leaders, helping them grow while creating a seamless experience for our customers. You'll be responsible for customer satisfaction, operational excellence and delivering strong business results in a fast-paced retail environment.
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This is an opportunity to lead a large and important part of the IKEA business, where your decisions will make a real difference for customers, co-workers and the business. You'll gain valuable experience leading a complex function at scale, broaden your leadership journey and continue developing your impact as a leader within one of the world's most loved home furnishing retailers.
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Working at IKEA has its benefits and rewards:
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5 weeks' Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more
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24/7 access to our Employee Assistance Program for health and wellbeing support
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15% Co-worker discount
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Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
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Co-worker uniform provided
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Free Co-worker parking
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Free benefits membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers).
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Bonus programme (where eligible)
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Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)
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Additional information
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This role is Temporary Full-time, 76hrs/fortnight for 12 months
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The internal job title for this role is Customer Operations Manager
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As our store operates 7 days per week, you must have the availability to work a rotating roster with a mix of day and evening shifts. You also have the availability to work alternating weekend shifts (both Saturday and Sunday).
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ABOUT THIS WORK AREA
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As Customer Operations Manager your responsibilities will include, but are not limited to:
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Contribute ideas and insights to the creation and operations implementation of the local customer relations action plan
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Execute and follow up a customer-focused culture throughout the unit and ensure an overall inspiring shopping journey
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Build business competence and lead, coach and develop the full team promoting individual growth and securing a high performing team
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Implement the global solutions, services and tools that support the daily operations within the customer function
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Analyse customer related and financial KPI's and act with relevant stakeholders on the root causes of customer dissatisfaction and other efficiency drivers including accountability of the customers and compensations budget
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Provide family friendly environment that converts more visitors to happy customers
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Ensure a customer friendly, efficient and cost-effective execution of the payment process
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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
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Secure operational excellence in daily operations in order to enhance the customers shopping journey
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Identify and develop the many talents in the unit and within the department to secure succession planning
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Support proactively with customer insights for business and customer experience improvements.
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As Customer Operations Manager you are or you have
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Incredible people management skills and being able to identify, support and nurture talent to see them grow and develop.
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A strong ability to inspire the team to prioritise the customer experience through leading by example.
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An adaptable mindset, being able to reflect and remain agile in a constantly changing retail environment.
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A highly developed skillset in analysing data, being able to derive insight, identify pain points and create solutions to drive customer satisfaction.
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Team-oriented by nature and can influence and inspire colleagues, internal and external to align to your vision.
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We need people like you
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At IKEA, work is so much more than a job. Come join us!
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📌 Customer Service Manager (New South Wales)
🏢 Ikea
📍 New South Wales