Overview As Customer Experience Manager, you will lead and drive the customer experience strategy across the Queensland Market, both in-store and online. You will play a key role in creating an inspiring, seamless and customer-focused shopping journey while developing strong teams and delivering business results. Customer Experience & Operations Create, own and drive the Customer Experience Strategy across all customer touchpoints Build a strong customer-focused culture throughout the market Create positive emotional experiences for customers and co-workers Ensure efficient and customer-friendly complaint handling, exchanges and returns Create a family-friendly environment that converts visitors into loyal customers Support operational excellence in daily customer operations Ensure smooth and cost-effective payment processes Leadership & Collaboration Lead, coach and develop leaders and co-workers Identify and develop future talent and succession plans Commercial & Business Focus Analyse customer and financial KPIs Translate insights and data into actions and improvements Drive continuous improvement across customer satisfaction and operational efficiency Who you are You are a passionate and people-focused leader who enjoys working in a fast-paced retail environment. You bring Strong leadership experience within IKEA retail or a similar environment A proven track record of delivering results through people and customer experience Excellent communication and stakeholder management skills Strong analytical and problem‑solving capabilities The ability to inspire, engage and develop others Hands‑on leadership with the ability to act quickly and simply Strong alignment with IKEA culture and values Additional information Permanent Full‑time role (76 hours per fortnight) Internal title: Customer Experience Manager – Queensland Market Applications close: 15 June 2026 Rotating 7‑day roster including opening and closing shifts Based across both IKEA Logan and IKEA North Lakes Part of the Duty Manager roster Availability required every second weekend Pre‑employment checks required for successful candidates YOUR RESPONSIBILITIES 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 #J-18808-Ljbffr