Customer Service Manager

"You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you.

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. Join the team and start a better life for yourself."

Location

Sydney (Marsden Park)

Employment type

Full Time Temporary

Department

Customer Relations

Deadline

2026-07-31

Candidate profile (title) Our team within IKEA

Candidate profile (text) - Default language At IKEA, our vision is to create a better everyday life for the many people. We believe that everything we do comes with the responsibility to create a positive impact on people, society and the planet. We are passionate about home furnishing, creating a positive life at home and sharing our tasty responsibly sourced food with the many people across the world.

We are guided by our cultures & values, creating a great place to work.

We stand for equality, diversity and inclusion.

We care about people & planet and promote health & wellbeing.

We nurture your development and provide career opportunities to unlock your potential.

Are you ready to help create a better customer experience for the many people?

In this role, you'll lead and support a diverse team of leaders, helping them grow while creating a seamless experience for our customers. You'll be responsible for customer satisfaction, operational excellence and delivering strong business results in a fast-paced retail environment.

This is an opportunity to lead a large and important part of the IKEA business, where your decisions will make a real difference for customers, co-workers and the business. You'll gain valuable experience leading a complex function at scale, broaden your leadership journey and continue developing your impact as a leader within one of the world's most loved home furnishing retailers.

Key responsibilities (title) What you need to know

Key responsibilities (text) Working at IKEA has its benefits and rewards:

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:

This role is Temporary Full-time, 76hrs/fortnight for 12 months

The internal job title for this role is Customer Operations Manager

As our store operates 7 days per week, you must have the availability to work a rotating roster with a mix of day and evening shifts. You also have the availability to work alternating weekend shifts (both Saturday and Sunday).

Team vision ( title) About this work area

Team vision (text) As Customer Operations Manager your responsibilities will include, but are not limited to:

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.

Let's connect Who you are

Let´s connect As Customer Operations Manager you are or you have

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.

Local section (title) We need people like you

Local section (text) At IKEA, work is so much more than a job. Come join us!

Local section (URL)

Why you will love us

From the deep forests in Sweden, we have spread our culture and values around the world. At the heart of our offer are our beautiful home-furnishing products and solutions, made with care for our planet, reaching millions of customers.

At the heart of our business, are our wonderful co-workers representing diversity in all dimensions and passionate for life at home. We all contribute with our uniqueness and we want to grow and develop together.

Our vision, “to create a better everyday life for the many people” inspires and guides us in everything we do. This is IKEA.

What we all have in common

Living our values

Being your unique self, while respecting and including others

A passion for home furnishing

Performing & delivering while learning & developing

Having fun!