Contact Centre Manager, IKEA

IKEA

Location:
Australia, Sydney

Category:
Call Center

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Lead and inspire a high-performing team to deliver exceptional customer experiences across all remote channels. Drive sales conversion, operational excellence, and customer loyalty by developing innovative solutions, optimising processes, and fostering a culture of inclusivity, growth, and collaboration.

Job Responsibility:

Lead and develop Customer Care, After Sales, and Resolutions teams
Drive remote sales growth through personalised, value-driven interactions
Collaborate with external remote partners to monitor performance and implement improvements
Oversee performance management and operational excellence including planning and scheduling
Streamline processes for efficiency and ensure optimal resource allocation
Lead, coach, and develop the Remote Customer Meeting Points team
Drive a high-impact senior leadership team of experts in strategic capacity building
Promote long-term skills development and embed strong succession planning
Ensure equality, diversity, and inclusion are embedded in team culture and operations
Analyse performance data to drive improvements
Report on business activities
Develop and implement policies and procedures

Requirements:

Experience leading business in an omnichannel environment
Proven track record in developing high-performing teams
Experience in strategic business planning and leading transformation initiatives
At least four years' experience in leading and developing people and business through change
Demonstrated understanding of Customer Centre support within an omnichannel ecosystem
Strong knowledge of remote contact handling and virtual assistant development
Deep understanding of customer needs across the omnichannel shopping journey
Expertise in optimising customer experiences
Strong commercial acumen with knowledge of financial cost and growth drivers
Skilled in using data, AI, and insights to achieve organisational goals
Exceptional ability to navigate complex, evolving business environments and lead change positively

Nice to have:

Compelling communicator with exceptional stakeholder management skills
Ability to influence, engage, and inspire across all levels - locally and globally

What we offer:

Domestic & International Relocation Support
Equal pay for work of equal value

Additional Information:

Job Posted:
September 20, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Contact Centre Manager