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.

We are guided by our cultures & values, creating a great place to work.

We stand for equality, diversity and inclusion.

We care about people & planet and promote health & wellbeing.

We nurture your development and provide career opportunities to unlock your potential.

Working at IKEA has its benefits and rewards:

- 5 weeks’ Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more
- 24/7 access to our Employee Assistance Program for health and wellbeing support
- 15% Co-worker discount
- Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
- Co-worker uniform provided
- Free Co-worker parking
- Bonus programme (where eligible)
- Benefits Membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers)
- Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

Additional Information

- This role is permanent, full-time, 76hrs/fortnight
- The internal job title for this role is Customer Operations Manager
- 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).

ABOUT THIS WORK AREA

As our Customer Operations Manager, you will lead a high-performing team dedicated to creating seamless and inspiring customer experiences. You will play a key role in driving operational excellence, developing future leaders, and using customer insights to improve business performance and customer satisfaction.

Working collaboratively across the store and with external partners, you will ensure customers receive exceptional service while supporting the continued growth and success of the business.



As Customer Operations Manager your responsibilities will include, but are not limited to:

- Leading, coaching and developing a large customer-facing team, fostering a culture of collaboration, accountability and continuous improvement.
- Creating an engaging and customer-focused environment that delivers an exceptional shopping experience for every customer.
- Driving operational excellence across customer service, front-end operations and payment processes to ensure efficiency and effectiveness.
- Analysing customer feedback, operational performance and financial metrics to identify opportunities for improvement and implement sustainable solutions.
- Partnering with stakeholders across the business to enhance customer satisfaction, optimise processes and achieve business goals.
- Leading the implementation of tools, systems and initiatives that support customer operations and improve the overall customer experience.
- Building team capability through succession planning, talent development and performance management.
- Managing budgets and resources responsibly while balancing customer satisfaction, operational efficiency and commercial outcomes.
- Establishing and maintaining solid relationships with internal and external partners to support operational success.
- Sharing customer insights and trends to influence business decisions and drive continuous improvement.

You are a passionate and people-focused leader who thrives in a fast-paced retail environment. You know how to build engaged teams, create exceptional customer experiences and use data-driven insights to deliver results.

As Customer Operations Manager you are or you have

- Proven experience leading and developing large, customer-focused teams.
- Strong coaching and people leadership skills, with a passion for identifying and nurturing talent.




- A customer-first mindset and a track record of delivering outstanding customer experiences.
- Excellent analytical and problem-solving capabilities, with the ability to translate insights into meaningful actions.
- Strong stakeholder management and influencing skills, with the ability to build relationships across all levels of a business.
- Experience managing operational performance, budgets and key business metrics.
- The ability to adapt quickly, prioritise effectively and lead teams through change.
- A collaborative approach and a commitment to creating an inclusive, high-performing workplace.

We need people like you

At IKEA, work is so much more than a job. Come join us!

YOUR RESPONSIBILITIES

As Customer Operations Manager your responsibilities will include, but are not limited to:

- Contribute ideas and insights to the creation and operations 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 and lead, coach and develop the full team promoting individual growth 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 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
- Provide family friendly environment that converts more visitors to happy customers
- Ensure a customer friendly, efficient and cost-effective execution of the payment 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
- Secure operational excellence in daily operations in order to enhance the customers shopping journey
- 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.

📌 Customer Operations Manager (Customer Experience & Service) (Springvale)
🏢 Ikea
📍 Springvale