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Meeting & Understanding Customers

Customer Experience Manager - Queensland Market

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  • North Lakes, Australia
  • Customer Relations

Job Description

  • Job ID: 344635

  • Date posted: 14/05/2026

    • Our team within IKEA

    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.

    What you need to know

    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
    • Bonus programme (where eligible)
    • Benefits Membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers)
    • Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

    Additional Information:
    • This role is Permanent Full-time, 76hrs/fortnight
    • The internal job title for this role is Customer Experience Manager – Queensland Market
    • Applications close Monday 15 June 2026
    • You will work a rotating 7-day roster including open and closing shifts.
    • You will work out of both IKEA Logan and IKEA North Lakes in a fortnightly roster rotation.
    • You will be part of the Duty Manager roster and must be available to work every second weekend across both Queensland units.
    • Successful candidates will be required to complete pre-employment checks to ensure eligibility for the role.

    About this work area

    As Customer Experience Manager your responsibilities will include, but are not limited to:
    • Create, own and drive the Customer Experience Strategy for Queensland Market, across all customer touchpoints (store and online)
    • Support a customer-focused culture throughout the complete unit and ensure an overall Inspiring shopping experience and easy buying experience.
    • Create the emotional conditions within own team and store for a positive meeting with visitors and customers.
    • Implement the global solutions, services and tools that support self-service and self-choice during the complete buying experience.
    • Ensure the efficient and cost-effective execution of the IKEA exchanges and returns policy and a customer friendly handling of complaints.
    • Provide a family-friendly environment that converts more visitors to happy customers.
    • Work closely with Market manager and other departments to ensure the store’s managers and co-workers understand the multichannel retail environment and its meaning for the store and customer on the local market.
    • Provide inputs to develop the Commercial Service Business Offer to all relevant stakeholders.
    • Identify and develop the many talents within the department to secure competent and high-performing leaders and teams, and proper succession planning.



    As Customer Experience Manager you have:
    • Proven leadership experience in a people-centric organisation.
    • Ability to communicate at all levels, influence others, creating networks and trustful relationships.
    • Ability to find solutions for customer and operational issues.
    • Good attention to details by being attentive, persistent, structured and accurate.
    • Strong leadership experience within IKEA retail or a similar environment
    • A proven track record of delivering results through people and customer experience
    • Passion for putting the customer at the heart of everything you do
    • Ability to inspire, engage and communicate with impact
    • Strong analytical skills with the ability to translate data into actions and understanding of cost and budget management.
    • A holistic view of the business combined with the ability to prioritise and act with speed and simplicity
    • Collaborative mindset with the ability to influence stakeholders across the market
    • A hands-on leadership style, supporting daily operations when needed
    • Strong alignment with IKEA culture and values

    We need people like you

    At IKEA, work is so much more than a job. Come join us!
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