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Meeting & Understanding Customers

Customer Operations Manager

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  • Slacks Creek, Queensland, Australia
  • Customer Relations
  • Full time

Job Description

  • Job ID: 322207

  • Date posted: 11/12/2025

    • 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
    • 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 Operations
    • Applications close Thursday 8th January 2026
    • Domestic relocation is supported
    • 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).

    About this work area

    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.



    As Customer Operations Manager you are:
    • Advanced proficiency in MS Office, with the ability to leverage tools for efficiency and insight.
    • Strong leadership capability to effectively manage and inspire teams across three key departments: Returns, Checkout, and Greeter.
    • Solid understanding of Australian workplace legislation, including Enterprise Agreements, ensuring compliance and fair practices.
    • Exceptional customer relations skills, with a focus on problem-solving and clear, empathetic communication.
    • Skilled in data analysis, able to interpret trends and provide actionable insights to drive performance.
    • Thrives in high-pressure, fast-paced environments, maintaining focus and delivering results.
    • A quick learner with the ability to adapt rapidly to new processes and challenges.

    We need people like you

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