Customer Experience Manager Job at IKEA (Slacks Creek, Queensland)

Customer Experience Manager

IKEA

Location:
Australia , Slacks Creek, Queensland

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

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); Act as the voice of the customer, using insights to improve the end-to-end customer journey; Lead and develop a customer-focused culture across the market, ensuring IKEA is first choice for home furnishing; Direct and manage key customer functions including Check-out, Returns & Exchanges, Shopping tools, Family Friendliness and customer experience throughout the store.; Contribute to the commercial strategy together with the Commercial Manager and market leadership team; Analyse customer behaviour, competitor landscape and local market insights to continuously improve the customer experience; Secure an easy, convenient and inspiring buying process that drives conversion and repeat visits; Lead, coach and develop your team to build a high-performing and engaged organisation; Ensure operational excellence and cost efficiency in all customer-related processes; Drive improvements through data, KPI analysis and clear prioritisation

Job Responsibility:

Create, own and drive the Customer Experience Strategy for Queensland Market, across all customer touchpoints (store and online)
Act as the voice of the customer, using insights to improve the end-to-end customer journey
Lead and develop a customer-focused culture across the market, ensuring IKEA is first choice for home furnishing
Direct and manage key customer functions including Check-out, Returns & Exchanges, Shopping tools, Family Friendliness and customer experience throughout the store.
Contribute to the commercial strategy together with the Commercial Manager and market leadership team
Analyse customer behaviour, competitor landscape and local market insights to continuously improve the customer experience
Secure an easy, convenient and inspiring buying process that drives conversion and repeat visits
Lead, coach and develop your team to build a high-performing and engaged organisation
Ensure operational excellence and cost efficiency in all customer-related processes
Drive improvements through data, KPI analysis and clear prioritisation

Requirements:

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
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

What we offer:

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:

Job Posted:
April 16, 2026

Expiration:
April 19, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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