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Customer Experience Manager - Queensland Market

Australia, North Lakes · Job Posted May 15, 2026
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Job Description

As Customer Experience Manager, you will lead and drive the customer experience strategy across the Queensland Market, both in-store and online. You will play a key role in creating an inspiring, seamless and customer-focused shopping journey while developing strong teams and delivering business results.

Job Responsibility

  • Create, own and drive the Customer Experience Strategy across all customer touchpoints
  • Build a strong customer-focused culture throughout the market
  • Create positive emotional experiences for customers and co-workers
  • Ensure efficient and customer-friendly complaint handling, exchanges and returns
  • Create a family-friendly environment that converts visitors into loyal customers
  • Support operational excellence in daily customer operations
  • Ensure smooth and cost-effective payment processes
  • Lead, coach and develop leaders and co-workers
  • Identify and develop future talent and succession plans
  • Analyse customer and financial KPIs
  • Translate insights and data into actions and improvements
  • Drive continuous improvement across customer satisfaction and operational efficiency

Requirements

  • Strong leadership experience within IKEA retail or a similar environment
  • A proven track record of delivering results through people and customer experience
  • Excellent communication and stakeholder management skills
  • Strong analytical and problem-solving capabilities
  • The ability to inspire, engage and develop others
  • Hands-on leadership with the ability to act quickly and simply
  • Strong alignment with IKEA culture and values

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