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Frontline Manager

https://www.ikea.com Logo

IKEA

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Location:
United States , Stoughton

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

89487.00 - 128400.00 USD / Year
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Job Description:

A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share your uniqueness. Join our team and start a better life for yourself.

Job Responsibility:

  • Leads and inspires the team to optimize the IKEA shopping experience in order to ensure satisfied customers and increase sales
  • Enhances customer satisfaction by managing payment, home delivery, product handover, car loading, shopping tools, and the children's supervised play area (Smäland) efficiently
  • Hires, onboards, trains, leads, manages and develops customer experience leaders in the store
  • Ensures excellent customer service operations in the retail store, including greeters, Smäland, shopping tools, ways to shop, customer guidance, service communication, service desk, etc
  • Monitors that payments and transactions are being processed in the most efficient ways, calls out deviations and follows up on improvement
  • Responds to escalated customer issues with sense of urgency
  • Demonstrates emotional connections with customers, through meaningful and empathetic interactions
  • setting the example and coaching others on how to do the same
  • Introduces best practices and rolls out new country processes and systems on a timely basis to entire Customer Experience team
  • Contributes to the creation of the Customer Experience action plan, secures buy in, initiates implementation and follows up
  • Leads, attends and contributes to store meetings and forums as applicable
  • Contributes to an environment where the IKEA culture is a strong and living reality that embraces the diversity of co-workers and customers

Requirements:

  • 5 years of experience in customer service, problem solving and conflict handling techniques
  • 5 years of experience using data and insights in customer interactions with IKEA across all channels and IKEA service providers into actions and solutions
  • 5 years of experience managing, leading and developing people, preferably in customer centric service or retail environment
What we offer:
  • Generous paid time off, holiday and sick time
  • WiselyPay – get earned wages up to two days early
  • Paid parental leave (up to 16 weeks)
  • KinderCare tuition discount
  • Retirement and bonus plans
  • Co-worker discount, meal deal, and referral bonus
  • Pet insurance program
  • Education assistance and learning programs
  • Safety shoe reimbursement
  • 24/7 telehealth visits
  • Dental and vision plans
  • Medical and Rx plans (must work min. 20 hrs/wk)
  • A fun and inclusive work environment

Additional Information:

Job Posted:
March 22, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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