Customer Operations Manager Job at IKEA (Marsden Park, New South Wales)

Customer Operations Manager

IKEA

Location:
Australia , Marsden Park, New South Wales

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

As Customer Operations Manager your responsibilities will include, but are not limited to: contributing to the customer relations action plan, fostering a customer-focused culture, leading and developing the team, implementing global solutions, analysing KPIs, ensuring a family-friendly environment, managing the payment process, maintaining partner relations, securing operational excellence, and developing talent.

Job Responsibility:

Contribute ideas and insights to the creation and operations implementation of the local customer relations action plan
Execute and follow up a customer-focused culture throughout the unit and ensure an overall inspiring shopping journey
Build business competence and lead, coach and develop the full team promoting individual growth and securing a high performing team
Implement the global solutions, services and tools that support the daily operations within the customer function
Analyse customer related and financial KPI’s and act with relevant stakeholders on the root causes of customer dissatisfaction and other efficiency drivers including accountability of the customers and compensations budget
Provide family friendly environment that converts more visitors to happy customers
Ensure a customer friendly, efficient and cost-effective execution of the payment process
Maintain relations with external and internal partners and provide input to the service agreements and contracts with internal/external partners and support co-workers in execution and follow up
Secure operational excellence in daily operations in order to enhance the customers shopping journey
Identify and develop the many talents in the unit and within the department to secure succession planning
Support proactively with customer insights for business and customer experience improvements.

Requirements:

Incredible people management skills and being able to identify, support and nurture talent to see them grow and develop.
A strong ability to inspire the team to prioritise the customer experience through leading by example.
An adaptable mindset, being able to reflect and remain agile in a constantly changing retail environment.
A highly developed skillset in analysing data, being able to derive insight, identify pain points and create solutions to drive customer satisfaction.
Collaborative by nature and can influence and inspire colleagues, internal and external to align to your vision.

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
Free benefits membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers)
Bonus programme (where eligible)
Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

Additional Information:

Job Posted:
March 21, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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