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IKEA Logo IKEA · Customer Service

Manager Shopping Experience

Netherlands, Delft Employment contract 3823.00 - 5080.00 EUR / Month · Job Posted March 19, 2026
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Job Description

At IKEA Delft, we want every customer to feel welcomed, supported and inspired. As our Shopping Experience Manager, you create a shopping experience that is simple, joyful and easy. You lead the team shaping the very first impression by ensuring customers are met in a warm, friendly and consistent way that sets a positive tone for their visit. You create a welcoming atmosphere that feels intuitive, relaxed and full of possibilities by securing clear customer flow, helpful communication and easy ways to shop. You also help connect the physical store with our growing omnichannel offer, so customers experience one IKEA no matter how and where they shop.

Job Responsibility

  • Lead and develop the Shopping Experience team by supporting co‑workers with clear direction and care, building competence and securing strong succession, creating a collaborative environment where people feel confident, valued and motivated to grow
  • Use customer insights to improve the journey by analysing behaviour, feedback and online‑to‑store patterns, performing regular shopping tool analysis, translating insights and findings into practical actions that simplify shopping, removing friction and making the journey easier and more enjoyable
  • Care for shopping tools and family areas by ensuring shopping tools are available, maintained and easy to find, keeping Småland and family facilities safe, clean and welcoming, supporting activities that encourage families to return again and again
  • Support the omnichannel journey by strengthening the link between digital solutions and the store experience, increasing the usage of tools like App shopping, self‑checkout and queue systems, helping co‑workers and customers feel confident using digital shopping solutions
  • Secure strong daily operations by keeping the store clean, safe and easy to shop every day, maintaining reliable routines that support smooth customer flow, working closely with other functions to ensure customers enjoy a consistent, high‑quality IKEA experience

Requirements

  • Experience in customer‑focused, fast‑paced retail
  • Confidence in leading and developing people
  • A strong customer mindset supported by analytical thinking
  • Clear communication skills in English and preferably also in Dutch
  • A passion for home furnishing and life at home
  • A natural connection to the IKEA culture and values

What we offer

  • 13th-month salary
  • travel allowance
  • 27 vacation days (based on full-time employment)
  • pension scheme
  • 15% staff discount on in-store purchases
  • additional health insurance, on top of your own basic and supplementary health insurance
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