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IKEA Logo IKEA · Customer Service

Customer Relations Manager

India, Hyderabad · Job Posted March 25, 2026
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Job Description

At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people!

Job Responsibility

  • Ensure customer focus and relevant business plans relate and come together in a local action plan that is operationally implemented and fulfilled
  • Drive a customer-focused culture throughout the complete market and secure an overall inspiring shopping experience where it is always easy for customers to shop
  • Ensure the building of business competence by supporting managers and team leaders in setting and working on relevant goals and agreed development plans
  • Influence the unit management team with customer insights that will allow it to base business decisions on customer expectations
  • Responsible for identifying and removing hindrances to secure an easy buying experience, a positive shopping experience and easy payment and after-sales fulfilment
  • Support commercial initiatives and priorities before, during and after the shopping experience
  • Identify and develop the many talents in the unit and within the department to secure succession planning
  • Establish and maintain service agreements with internal stakeholders (including customer support) and external partners to protect operational standards and help safeguard the IKEA culture
  • Plan and determine which departmental resources and investments are required to achieve operational excellence in balance with customer expectations
  • Secure and monitor the department is working according to internal, global and national rules and policies, IKEA best practise and in accordance with local legislation

Requirements

  • Experience in a management role within retail with responsibility for a large team
  • Ability to quickly gain and apply knowledge of local market and business conditions
  • Considered decision-maker with ability to influence management colleagues
  • Ability to create win-win situations when handling conflicts
  • Understanding of key principles of shopping experience and customers’ expectations
  • Experience working within customer relations in retail
  • Good understanding of IKEA culture and values
  • Experience working in an IKEA store or IKEA Customer Support Centre
  • Experience in a unit management role in an IKEA organisation
  • Proven ability to be an ambassador of the customer
  • Sound understanding of business
  • Background from working in a customer-focused, fast-paced, multichannel retail environment
  • Experience creating and implementing mid-term plans, setting budgets, and following up goals
  • Proven experience contributing to customer satisfaction and business unit results
  • Self-reliant and motivated with proven ability to work as part of a team and independently
  • Self-confident and assertive with ability to influence through customer insights
  • Experience in problem-solving and conflict-management
  • Proven record/experience of developing people and organisations
  • Strong organisational skills and ability to prioritise
  • Ability to communicate confidently and clearly in the local language(s) and English
  • Ability to align customer needs and expectations with business needs
  • Good communication, negotiation and influencing skills
  • Ability to find solutions for customer and operational issues
  • Good social skills with high level of accessibility
  • Ability to make things happen with flexibility, speed and simplicity
  • Solid understanding of easy buying experience and cost and budget management
  • Proven leadership skills in a people-centric organisation
  • Experience in talent management (recruitment and development), change management, IKEA Brand, IKEA culture and values
  • Knowledge of retail market customer insights, including sources
  • Knowledge of relevant customer relations processes, tools, working methods, legal requirements and third-party contracts
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