Unit Customer Operations 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

Dartmouth

Employment type

Full Time Permanent

Department

Customer Relations

Deadline

2026-07-30

Candidate profile (title) Who you are

Candidate profile (text) - Default language • You know the market trends; customers aspirations and you fully understand the importance of further strengthening IKEA brand and our connection with the everyday lives of the many people.

You are future oriented, you set and implement action plans, capable to manage multiple competing priorities, and influence in a matrix organization.

You have a thorough knowledge of how data and insights about customer interactions with IKEA can be translated into seamless solutions.

You have formal qualifications in Marketing, Sales, Business/Finance or equivalent.

You have a minimum 10 years of experience in customer experience operations or similar and delivering results and a minimum 5 years of experience in leading and influencing co-workers.

Key responsibilities (title) A day in your life with us

Key responsibilities (text) • Secure excellent operation in all customer meeting points and implement new ways of making in-store purchases.

Manage and improve the return and exchange experience for customers in all channels.

Adapt the global way of working to the market and share good examples within units/market to ensure best practices are maintained.

Lead the implementation of new activities and initiatives within customer store operations.

Establish a strong retail foundation in customer experience related areas and develop commercial review competence and performance.

Act as matrix to the stores within customer operations and lead the implementation of BPL initiatives.

Build SME (Subject Matter Experts) competence through understanding markets, consumer and total business operations.

Actively cooperate with all key stakeholders within commercial and beyond to secure integration, common focus and to maximize impact.

Contribute to the transformation of IKEA by being an active player in driving an open and sharing climate and a role model of our values.

Team vision (text) 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!

Let's connect Together as a team

Let´s connect We are the ones meeting our customers – in our stores, online, in our catalogue and beyond. We have knowledge of the IKEA product range, local markets and customer needs and we constantly find new ways of making real connections with our customers to maximize sales and profitability. Together with thousands of colleagues around the world we’re a diverse team working for the continued global success of the IKEA Concept – a concept that helps millions of customers create a better everyday life!

Local section (title) Why you will love us

Local section (text) Here at IKEA, we want to ensure that we are creating a better everyday life for the many people, including our co-workers. We also believe that a job should be so much more than a job. That’s why we focus on having an inclusive work environment where we celebrate your uniqueness, live our values, and ensure that we walk the talk when it comes to co-worker development. In addition, we offer a comprehensive Total Rewards package to all co-workers including:

Wellness days (in addition to your vacation days!)

Extended health, dental, and vision coverage (for you and your family)

RRSP with IKEA contribution matching options

Eligibility for our annual IKEA bonus incentive plan

Flexible spending account

Life insurance

Merchandise and restaurant discounts

Parental leave

Bereavement leave

Employee assistance program (that helps you support your mental, physical, and financial wellbeing)

In the IKEA world, this position is officially referred to as: Customer Operations Leader

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!

Your uniqueness makes Ikea better

We believe everyone has the right to be treated fairly and be given equal opportunities, regardless of their age, gender identity, sexual orientation, physical ability, ethnicity, race, nationality, religion or any other dimension of their identity.

We are committed to providing accommodations for people with disabilities throughout the recruitment process and, upon request, will work with qualified job applicants to provide appropriate accommodation which considers the applicant’s accessibility needs due to disability. If you require accommodation, please contact HR.Canada@ingka.ikea.com

Note: A qualified job applicant with a disability is one who possesses the required skills, education, experience and training and who can, with reasonable accommodation, perform the essential functions of the position applied for.