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Customer Experience Manager - Queensland Market

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

Descizione del ruolo

  • ID dell'offerta: 336602

  • Data della pubblicazione: 07/04/2026

    • 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​
    • Applications close ​19 April 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)
    • Act as the voice of the customer, using insights to improve the end-to-end customer journey
    • Lead and develop a customer-focused culture across the market, ensuring IKEA is first choice for home furnishing
    • Direct and manage key customer functions including Check-out, Returns & Exchanges, Shopping tools, Family Friendliness and customer experience throughout the store.
    • Contribute to the commercial strategy together with the Commercial Manager and market leadership team
    • Analyse customer behaviour, competitor landscape and local market insights to continuously improve the customer experience
    • Secure an easy, convenient and inspiring buying process that drives conversion and repeat visits
    • Lead, coach and develop your team to build a high-performing and engaged organisation
    • Ensure operational excellence and cost efficiency in all customer-related processes
    • Drive improvements through data, KPI analysis and clear prioritisation



    As ​Customer Experience Manager​ you have:
    •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
    •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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