Customer Experience Manager

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.

• 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)

• This role is Permanent Full-time, 76hrs/fortnight

• The internal job title for this role is Customer Experience Manager – Queensland Market

• Applications close Monday 15 June 2026

• You will work a rotating 7-day roster including open and closing shifts.

• You will work out of both IKEA Logan and IKEA North Lakes in a fortnightly roster rotation.

• You will be part of the Duty Manager roster and must be available to work every second weekend across both Queensland units.

• Successful candidates will be required to complete pre-employment checks to ensure eligibility for the role.

ABOUT THIS WORK AREA

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

• Create, own and drive the Customer Experience Strategy for Queensland Market, across all customer touchpoints (store and online)

• Support a customer-focused culture throughout the complete unit and ensure an overall Inspiring shopping experience and easy buying experience.

• Create the emotional conditions within own team and store for a positive meeting with visitors and customers.

• Implement the global solutions, services and tools that support self-service and self-choice during the complete buying experience.

• Ensure the efficient and cost-effective execution of the IKEA exchanges and returns policy and a customer friendly handling of complaints.

• Provide a family-friendly environment that converts more visitors to happy customers.

• Work closely with Market manager and other departments to ensure the store’s managers and co-workers understand the multichannel retail environment and its meaning for the store and customer on the local market.

• Provide inputs to develop the Commercial Service Business Offer to all relevant stakeholders.

• Identify and develop the many talents within the department to secure competent and high-performing leaders and teams, and proper succession planning.

• Proven leadership experience in a people-centric organisation.

• Ability to communicate at all levels, influence others, creating networks and trustful relationships.

• Ability to find solutions for customer and operational issues.

• Good attention to details by being attentive, persistent, structured and accurate.

• Strong leadership experience within IKEA retail or a similar environment

• A proven track record of delivering results through people and customer experience

• Passion for putting the customer at the heart of everything you do

• Ability to inspire, engage and communicate with impact

• Strong analytical skills with the ability to translate data into actions and understanding of cost and budget management.

• A holistic view of the business combined with the ability to prioritise and act with speed and simplicity

• Collaborative mindset with the ability to influence stakeholders across the market

• A hands-on leadership style, supporting daily operations when needed

• Strong alignment with IKEA culture and values

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.