Customer Experience Team Leader, IKEA

IKEA

Location:
New Zealand, Auckland

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Customer Experience Team Leader position at IKEA's first store in Aotearoa (New Zealand). Leading a team of 20-30 direct reports in a retail environment, responsible for daily operations and ensuring exceptional customer service while developing and mentoring team members.

Job Responsibility:

Leading the daily operations and responding to customer and co-worker needs to secure an efficient & seamless customer journey
Ensuring co-workers are actively supported in their daily work, and you develop, coach and mentor your team through performance reviews and on the job conversations
Supporting your manager with the recruitment, training, retention, performance management, succession planning and competence development of the team
Leading by example with exceptional customer service, and a high level of integrity, compassion, and efficiency as an ambassador of the IKEA values
Taking the lead and supporting on different Customer Experience function action plan topics, taking a proactive approach to ensure goal are achieved
Supervising and actively supporting your team to ensure processes are accurate, compliant and operating within all regulatory guidelines
Empowering your team through building knowledge, confidence, trust, and motivation so they are always able to support visitors in the best way possible

Requirements:

Proven experience leading a customer service team of 20–30 direct reports within a medium to large retail environment
Highly developed communication and collaboration skills
A leadership style that aligns with IKEA values, with a strong commitment to integrating equality, diversity, and inclusion practices in the workplace
An energetic and dynamic approach to leadership, thriving in a fast-paced retail environment
Excellent organisational skills, with the ability to manage fluctuating workloads and conflicting priorities effectively
A passion for home furnishing and a dedication to delivering exceptional customer service that leaves a lasting positive impression
Strong computer literacy, particularly with the Microsoft Office Suite

What we offer:

5 weeks of Paid Annual Leave
Parental Leave Pay
24/7 access to our Employee Assistance Program for health and wellbeing support
15% discount for Co-workers
Provided Co-worker uniforms

Additional Information:

Job Posted:
October 25, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Customer Experience Team Leader