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Customer Experience Team Leader

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IKEA

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Location:
Australia , Tempe

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a Customer Experience Team Leader, you will play a key role in creating a seamless and inspiring customer journey by leading daily operations and supporting both customers and co-workers.

Job Responsibility:

  • Leading daily operations and responding to customer and co-worker needs to secure an efficient and seamless customer journey
  • Supporting complex customer interactions, including escalations, with professionalism, empathy and effective problem-solving
  • Ensuring co-workers are actively supported in their daily work, and developing, coaching and mentoring your team through performance reviews and on-the-job conversations
  • Supporting your manager with recruitment, training, retention, performance management, succession planning and competence development
  • Leading by example with exceptional customer service, integrity, compassion and efficiency as an ambassador of IKEA values
  • Taking ownership of Customer function action plan topics, proactively driving initiatives to achieve agreed goals
  • Supervising and supporting your team to ensure all processes are accurate, compliant and aligned with regulatory requirements
  • Collaborating with internal stakeholders to ensure smooth operations, streamline processes and continuously improve service delivery
  • Empowering your team by building knowledge, confidence, trust and motivation so they can support customers in the best possible way

Requirements:

  • Proven experience in a leadership role within retail, a customer-facing environment, or a similar setting
  • Demonstrated experience leading a team (minimum 3 years) and delivering exceptional customer service
  • A customer-focused mindset, with the ability to balance operational performance and high-quality service outcomes
  • Highly developed communication, collaboration and organisational skills
  • A strong passion for understanding the customer journey and how you and your team contribute to a positive shopping experience
  • A leadership style that reflects the IKEA values, always leading by example
  • High energy and resilience - you enjoy the buzz of a dynamic retail environment
  • A proactive mindset, constantly seeking ways to simplify processes and reduce unnecessary costs
What we offer:
  • 5 weeks’ Paid Annual Leave
  • Paid Parental Leave
  • Family & Community Leave
  • 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
  • Digital Entertainment membership (thousands of discounts for dining, fun activities, shopping and travel across Australia & New Zealand)
  • Bonus programme (where eligible)
  • Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

Additional Information:

Job Posted:
May 04, 2026

Employment Type:
Fulltime
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