Job Description

IKEA Milton Keynes is excited to welcome a passionate Customer Operations Manager to join our dynamic team!

A Customer Operations Manager at IKEA oversees daily customer-facing operations, leading teams to deliver a smooth, efficient, and positive shopping experience.

WHAT WE OFFER

• Start Date: August 2026
• This role has a starting salary of £35,145 per annum, based on competence & experience.
• 39 hours per week working 5 days over 7 with every 2nd weekend off.
• We can discuss flexibility to match your life and our business needs during the
interview.

WORKING WITH US HAS ITS REWARDS
Our co-workers bring unique ideas and talent to work every day, and we offer a variety of benefits that suit their and their family's everyday needs.

• 15% IKEA discount & discount portal helping you save €100’s on High-street retailers.
• Life Assurance of 4 times your pay, enhanced statutory pension contributions & interest free loans.
• Given Day - Additional days’ paid leave to take at any point during the year, when it's important for you
• Free healthy meal option, salad bar, fruit, and hot/cold drinks​

.as well so much more! https://www.ikea.com/ie/en/this-is-ikea/work-with-us/why-work-with-us-because-a-job-with-us-is-so-much-more-than-a-job-pub1969c310/

WHAT YOU'LL NEED TO HAVE

• Proven customer focused mindset, with a sound understanding of business and a background gained from working in a customer-focused, fast-moving and multichannel retail environment.
• Experience of working in a management role within retail and taking responsibility for a large team, whilst working independently and reliably on actions and agreed working methods.
• Confident communicator who can take the initiative to influence others and adapt quickly to changing demands using customer insights.
• Proven record/experience of developing coworkers and teams with a working knowledge of talent management processes, i.e. recruitment, development and succession.
• Key knowledge of relevant customer relations processes, tools and working methods and a solid understanding of daily operations to secure the customer journey through all channels.
• Ability to set clear expectations and directions with good analytical and numerical skills using knowledge of cost and budget management whilst securing staffing needs according to the customer flow.
• Solid understanding of the change management process for both process and co-workers with the ability to implement solutions quickly and with simplicity.

WHAT YOU'LL BE DOING DAY TO DAY

• Contribute ideas & insight to the creation and operational 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 by supporting Customer Team Leaders in their efforts to improve according to agreed development plans and securing succession for key roles within the function.
• Lead, coach, develop the full team promoting individual growth and competence at all levels 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 key performance indicators and act with relevant stakeholders on the root causes of customer dissatisfaction and other efficiency drivers including accountability of the customer & compensations budget.
• Provide a family-friendly environment that converts more visitors to happy customers.
• Ensure a customer-friendly, efficient and cost-effective execution of the payments 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
• Ensure outstanding day-to-day operational performance to improve the customer shopping experience and drive the happy customer score.
• 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.

WE CARE FOR THE PEOPLE

It takes the diversity of thought, background, and culture to make great ideas a reality. We welcome candidates from all walks of life, including those with disabilities, to join us, and feel valued in the workplace.

Come see the wonderful workday where we create a better everyday life for the many

RECRUITMENT PROCESS INFORMATION

If you have any special requirements during the interview process, please let us know as soon as possible.

• First step, please attach an updated CV with your application so we can get to know you better.
• Next step, if successful you will be invited to an interview with one of our hiring managers.

Come see things a little differently with us and be part of creating a better everyday life for the many.

For any advice or support, email recruiter fiona.currie@ingka.ikea.com and I will be happy to help