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IKEA Logo IKEA · Customer Service

Omni Operations Specialist

China, Shanghai · Job Posted July 02, 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 that standard omni operations processes, ways of working and tools for selling, serving and buying are well understood and leveraged in the market by providing coaching, assistance and training to CMP super-users and enable units to leverage the standards
  • Apply deep knowledge to analyse and review omni operational performance within the assigned area of responsibility and provide insights and advice on root causes, operational improvements and harmonisation potential
  • Support functions and units in the preparation for and implementation of changes in omni operations, including new solutions, policies, processes, ways of working and tools, through planning, communicating and progress and performance tracking
  • Continuously build and strengthen subject matter expertise by actively engaging with and supporting units in achieving operational excellence and identifying opportunities for improvements in existing processes and customer and coworker tools
  • Actively participate and share knowledge and expertise in the global omni operations development networks to ensure fit for purpose ways of working, processes and solutions for selling, serving and buying

Requirements

  • Broad knowledge of IKEA Concept, brand objectives, values and vision
  • Broad understanding of IKEA tools, processes and cycles
  • Broad knowledge of the IKEA omnichannel reality and customer behaviours and expectations in a retail environment
  • Extensive knowledge of operational processes, the connected tools and how they connect into the broader IKEA and retail operations
  • Broad knowledge of operational plans and goals as well as follow up on KPI's
  • Broad understanding of the IKEA retail ecosystem and different CMPs and how they aim to meet customer needs in the omnichannel retail environment
  • Good knowledge of change management methods and tools as well as stakeholder management
  • Good knowledge or process improvement, problem solving and conflict handling techniques
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