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Ikea member of staff helping customers use touch screen
Meeting & Understanding Customers

Frontline Manager

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  • Stoughton, Massachusetts, United States
  • Customer Relations
  • Full time

Job Description

  • Job ID: 334748

  • Date posted: 20/03/2026

    • Why we will love 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 your uniqueness. Join our team and start a better life for yourself.

    What you'll be doing day to day

    • Leads and inspires the team to optimize the IKEA shopping experience in order to ensure satisfied customers and increase sales. Enhances customer satisfaction by managing payment, home delivery, product handover, car loading, shopping tools, and the children's supervised play area (Smäland) efficiently.
    - Hires, onboards, trains, leads, manages and develops customer experience leaders in the store.
    - Ensures excellent customer service operations in the retail store, including greeters, Smäland, shopping tools, ways to shop, customer guidance, service communication, service desk, etc.
    - Monitors that payments and transactions are being processed in the most efficient ways, calls out deviations and follows up on improvement.
    - Responds to escalated customer issues with sense of urgency. Demonstrates emotional connections with customers, through meaningful and empathetic interactions; setting the example and coaching others on how to do the same.
    - Introduces best practices and rolls out new country processes and systems on a timely basis to entire Customer Experience team.
    - Contributes to the creation of the Customer Experience action plan, secures buy in, initiates implementation and follows up.
    - Leads, attends and contributes to store meetings and forums as applicable.
    - Contributes to an environment where the IKEA culture is a strong and living reality that embraces the diversity of co-workers and customers.

    Together as a Team

    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!

    Apply now!

    JOB TYPE – Regular; Salaried
    BENEFITS ELIGIBLE - Yes
    HOURS – Salaried; Retail environment. Must have open availability Monday through Sunday.

    The full salary range for this role is $89,487 - $128,400

    At IKEA, taking care of our co-workers and their dependents is a top priority. That’s why we offer our eligible, regular co-workers (part-time and full-time) a full menu of benefits and perk options to ​help everyone maintain work and life balance, be well and plan for their future. Join our team and enjoy these benefits and so much more!

    *Generous paid time off, holiday and sick time
    *WiselyPay – get earned wages up to two days early
    *Paid parental leave (up to 16 weeks)
    *KinderCare tuition discount  
    *Retirement and bonus plans
    *Co-worker discount, meal deal, and referral bonus
    *Pet insurance program
    *Education assistance and learning programs
    *Safety shoe reimbursement
    *24/7 telehealth visits
    *Dental and vision plans
    *Medical and Rx plans (must work min. 20 hrs/wk)
    *A fun and inclusive work environment

    Qualifications

    5 years of experience:
    - In customer service, problem solving and conflict handling techniques.
    - Using data and insights in customer interactions with IKEA across all channels and IKEA service providers into actions and solutions.
    - Managing, leading and developing people, preferably in customer centric service or retail environment.
    The starting rate/ salary for this position ranges from 89,487 USD to 128,400 USD and will be based on relevant work experience.
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