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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