Customer Experience Manager Job at IKEA (Xi'An

Customer Experience and Key Accounts Manager

The Customer Experience Manager will report to the Vice President of Sales & Mar...

Location

United States , Ft Worth

Salary:

Not provided

BrainWorks

Expiration Date

Until further notice

Requirements

5+ years of experience in customer experience, customer service, account management, or related roles
Prior people management experience required, preferably leading small to mid-sized teams
Experience supporting franchise, dealer, or B2B customer environments strongly preferred
Background in high-volume service or call-center environments strongly preferred
Strong communication skills with the ability to manage difficult conversations and escalations
Process-oriented, organized, and comfortable building structure in a growing organization
Resilient, adaptable, and confident operating in a fast-paced environment
Bachelor’s degree preferred
Willingness to work onsite in the Dallas–Fort Worth area

Job Responsibility

Serve as the primary point of contact for franchise partners and customers, acting as a trusted ambassador for the brand
Lead, coach, and develop the Customer Experience team, establishing clear expectations, workflows, and service standards
Improve response times, communication consistency, and escalation management across the customer and franchisee journey
Oversee day-to-day customer interactions including order management, issue resolution, and communication.
Build and implement customer service processes, playbooks, and onboarding tools for franchise partners
Manage and resolve customer and franchise escalations professionally and efficiently
Partner closely with Sales, Operations, Manufacturing, and Account Management to ensure seamless issue resolution
Track and manage core customer experience KPIs, including response time, resolution time, repeat issues, and customer feedback
Gather and synthesize customer and franchisee insights through direct feedback, focus groups, and ongoing engagement to drive continuous improvement
Reduce dependency on external or international customer management by building strong local ownership and structure

What we offer

Competitive compensation package with bonus opportunity.
Comprehensive health benefits and 401(k).
Paid time off.
Opportunity to shape and elevate customer experience function within a growing, premium brand

Fulltime

Customer Experience Manager

Location

China , Shanghai

Salary:

500000.00 - 600000.00 CNY / Year

Randstad

Expiration Date

February 10, 2026

Requirements

Bachelor’s degree or above
Fluent English in both verbal and written
Native Chinese speaker
10 years+ working experience, with 5 years+ working experience in customer experience-related domains
5 years+ working experience in Fintech/Payment/eComs companies
5 years+ working experience in MNC (multi-nation company) environment

Job Responsibility

Design end to end process and platform for customer voice collection
Analyze voice of customers to generate clear insights, and able to propose meaningful actions to address the major comments/concerns from the customer
Deliver China VOC readout both routinely and needs-basis, able to present the readout to senior mgmt team
Maintain close and strong partnership with sales, marketing, and Ops team for VOC alignment

Customer Experience Manager

As Customer Experience Manager, you will lead a growing team of Customer Experie...

Location

United States

Salary:

104000.00 - 121000.00 USD / Year

Avanos

Expiration Date

Until further notice

Requirements

Bachelor’s degree or equivalent relevant experience
7+ years of progressive customer service or experience leadership
At least 3 years managing direct reports
Proven success in driving customer satisfaction initiatives and managing escalations at scale
Strong knowledge of SAP (Order-to-Cash), Salesforce.com (Service Cloud), and customer experience metrics

Job Responsibility

Lead, coach, and develop a team of Customer Experience Analysts who serve as escalation points for both commercial and patient service operations
Establish performance standards, define measurable goals, and ensure team alignment with department KPIs and strategic objectives
Foster a culture of collaboration, ownership, and customer-first problem solving
Define the short- and long-term vision for customer experience excellence within the Service Center and Patient Care channels
Drive consistency in the way customer issues are escalated, diagnosed, resolved, and analyzed
Champion a proactive experience model by identifying root causes and implementing scalable improvements
Collaborate with key stakeholders across Sales, Planning, Marketing, Distribution, IT, and Compliance to advocate for the voice of the customer
Participate in strategic corporate initiatives such as product launches, acquisitions, and system enhancements
Support continuous improvement by embedding feedback loops and customer insights into internal planning
Develop and monitor real-time metrics for customer effort, NPS, and issue resolution

What we offer

Incentive compensation program
Comprehensive and competitive range of benefits
Health care benefits
Retirement plans
Work/life benefits
Generous 401(k) employer match of 100% of each pretax dollar you contribute on the first 4% and 50% of the next 2% of pay contributed with immediate vesting
Benefits on day 1
Free onsite gym
Onsite cafeteria
Uncapped sales commissions

Senior Customer Experience Manager

We are seeking a Senior Customer Experience Manager to lead initiatives that enh...

Location

Poland , Warsaw

Salary:

Not provided

Stuart

Expiration Date

Until further notice

Requirements

Proven experience in Customer Experience, BPO Operations, or Process Improvement roles
Strong expertise in process mapping, workflow design, and identifying opportunities for automation
Hands-on experience using automation, chatbot, or customer engagement platforms such as Intercom or similar tools
Proficiency with data visualisation tools, ideally Superset (or Power BI, Looker, Tableau)
Strong analytical mindset and ability to translate data insights into operational strategies
Understanding of AI and automation concepts, including distinctions between Machine Learning and Generative AI (e.g. be able to explain prompt management, context windows, retrieval augmented generation)
Demonstrated project management and cross-functional collaboration experience
Fluency in English (spoken and written) is required
SQL or equivalent data query experience is a plus

Job Responsibility

Conduct deep-dive analyses into client and courier experience data to identify patterns, pain points, and improvement opportunities
Design, document, and optimise workflows and process maps to enhance service delivery and operational performance
Partner with the Automation team to develop and implement automation initiatives, including chatbot design and workflow automation
Build and maintain reporting dashboards in Superset (or similar BI tools) to track CX and operational performance
Assess and communicate the impact of automation on key experience metrics such as Contact Rate, CSAT, and Cost
Collaborate with Product, Data, and Operations teams to create data-driven solutions that simplify the customer journey
Champion the use of automation and engagement tools (e.g., Intercom, Zendesk or similar) to deliver efficient and personalised support experiences

What we offer

Meal Vouchers (40zł daily)
Stuart Academy, offering a wide range of upskilling and development opportunities
Wellness Allowance with our partner Juno 171 zł / month
Private healthcare provided by Luxmed
Work-from-Abroad policy (enjoy 30 days per year working from anywhere!)

Fulltime

Customer Experience Manager

We are seeking a dedicated and results-driven Customer Experience (CX) Manager t...

Location

United States , Garden Grove

Salary:

80000.00 - 120000.00 USD / Year

Harbinger Motors

Expiration Date

Until further notice

Requirements

5+ years of experience in a Customer Experience (CX), Customer Success, or Operations role, with a proven track record of designing and implementing successful CX programs
Expert proficiency in CX measurement tools (e.g., Qualtrics, Medallia, Zendesk) and the ability to conduct deep quantitative and qualitative analysis of customer data
Experience within the Automotive, Commercial Vehicle/Fleet, B2B Technology, or high-value capital goods industries is highly preferred
Exceptional written and verbal communication skills, with proven experience influencing cross-functional teams and presenting to executive levels
Demonstrated ability to manage complex, multi-stakeholder projects from concept through execution

Job Responsibility

Design and execute core CX processes across the commercial EV truck lifecycle—from inquiry and purchase through delivery, service, and ongoing support
Map the customer journey across Sales, Delivery, Service, and Support to identify pain points and opportunities for improvement
Coordinate dealer readiness, delivery scheduling, checklists, and cross-functional handoffs to ensure every commercial EV delivery is executed accurately and on time
Own and manage the Voice of the Customer (VOC) program, utilizing tools like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys
Analyze customer feedback, operational data, and market research to derive actionable insights and quantifiable CX metrics
Partner closely with Service Operations, Product, Sales, and other teams to implement process changes that directly address customer needs and reduce friction
Lead projects focused on improving turnaround times, field interactions, and overall service consistency
Represent the customer in internal discussions, ensuring operational decisions consider downstream customer impact
Support the development of standards and guidelines for customer-facing communication
Work with Training/People teams to embed CX principles into onboarding and ongoing education, helping reinforce a customer-first mindset across departments

What we offer

Comprehensive Health, Dental & Vision (HDV) – 100% employee covered
Early-stage Stock Options
Robust Retirement Savings (401k, HSA, FSA)
Generous Paid Time Off (PTO) & Parental Leave
Annual Vacation Bonus
Wellness & Fertility Benefits
Cell Phone Stipend
Complimentary Meals & Stocked Kitchens

Fulltime

Customer Experience Manager – Talent Assessment

A growing talent assessment business is looking to add a newly created role as c...

Location

United Kingdom

Salary:

40000.00 GBP / Year

h2 Recruit

Expiration Date

Until further notice

Requirements

Highly successful Customer Experience Manager
Can demonstrate being able to wear multiple hats including being a player manager
Good knowledge of customer service, raising tickets and resolving issues
Able to work with the events team to ensure events are well organized, on time and in budget
Understand ticketing systems, CRM
Had exposure to other areas of office management in the past

Job Responsibility

Take responsibility for the customer care team, dealing with all client issues and managing the process
Responsible for the events side of the business
Responsible for some general office management duties

What we offer

Recognised training program
Working with a company that is growing and promotes from within

Fulltime

Digital Customer Experience Manager

Our client, a fast-growing sustainable Ecommerce brand is looking for a strong D...

Location

United Kingdom , London

Salary:

Not provided

Blu Digital

Expiration Date

Until further notice

Requirements

online experience
customer service experience
ability to own strategy and implementation
ability to work in a start-up, fast paced environment
ability to work in an agile way

Job Responsibility

lead the Customer Service function
deliver outstanding customer service and experiences on a global scale
provide data reports
continually improve customer experience online including customer journeys
control the customer experience strategy and operations
improve online payments and returns

Customer Experience Manager

To optimise the meeting place experience for the many people to drive visitation...

Location

China , Beijing

Salary:

Not provided

IKEA

Expiration Date

Until further notice

Requirements

Synergy Leasing – Knowledge of how to create synergism among tenants
Globalization – Knowledge about how to adapt to a global meeting place concept to meet local culture and community needs
Customer Behavior – Knowledge of existing and potential customer's needs, behaviours and aspirations
Community engagement - Knowledge of how to drive engagement with various levels of the local community
Customer journey - Knowledge of the customers' whole interaction with Ingka, from first encounter to purchase
Customer experience - Knowledge of how data and insights about customer interactions with IKEA can be translated into seamless solutions
Integrated Campaign Management -Knowledge of how to effectively integrate and combine mass and one-to one communication

Job Responsibility

Creates, owns and manages the Customer experience Program for the Meeting Place
Identifies and defines local customer groups and their customer journey including touchpoints before, during and after the visit
Provides outstanding customer services together with partners and communities
Together with Meeting Place Manager define commercials goals, marketing strategy and budgeting process
Monitors and analyses performance and customer interaction level with customer touchpoints
Actively works on localizing the uniqueness of the Meeting place through MP touch points
Implement a Loyalty Program, rewarding community members
Plan, Create and integrate promotion of events/campaign/marketing activities into all medias
Being the owner of co-creation and innovation in the Meeting Place
Drive and develops the Customer experience competence within the Meeting Place

Fulltime

Customer Experience Manager

IKEA

Location:
China , Xi'An - Yanta District

Category:
-

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
November 22, 2025

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