Customer Experience Operations Team Leader, IKEA

IKEA

Location:
Italy, Rimini

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Customer Experience Operations Team Leader position at IKEA in Rimini, Italy. Responsible for leading customer operations team to ensure excellent shopping experience across all channels, implementing customer service processes, and developing team members while upholding IKEA values.

Job Responsibility:

Take responsibility for your department goals in every channel and secure that your action plan ensures the country priorities are implemented in your store
Secure all processes to support customers to access the store (opening hours, car park layout, parking flow, traffic and customer guidance in the parking, sustainability access, recycling bins, EV charging, special parking, etc.)
Secure all process to feel customer welcome (welcome hub and active Greeter)
Simplify the customer journey by implementing and updating customer guidance, ways to shop, solutions and tools that support self-service and self-choice during the complete shopping experience
Promote family friendliness and contribute to a unique and enjoyable day out for the entire family, creating more reasons to visit (Smaland, Fun day out, play facilities…)
Secure all process to ensure mechanical sales and to keep the store in shape as new and ready for customers: guarantee a strong retail foundation to better meet all the customer needs and improve the Customer Experience
Lead the process for reducing waiting times throughout the store
Proactively work with People Planning department to have the right number of competent co-workers in the right place at the right time securing that they are fully able and available to guarantee the best customer experience to our visitors
Ensure your team has the right growth mindset and customer focused culture and attitude, the correct knowledge about the product range in your department, and the IKEA services so that they can share this with IKEA customers to exceed their overall expectations on shopping experience
Recruit, onboard & develop your team, its individual members, and their talent to have engaged co-workers and ensure a succession planning
Be an active player in driving an open and sharing climate, be a role model of the IKEA values and contribute to the transformation of IKEA

Requirements:

Solid understanding of all aspects of the home-to-home shopping experience
Good knowledge of the IKEA omnichannel reality and of how consumer acts, feels and behaves in a retail environment to apply the insights in the shopping experience design
Good knowledge of operational plans
Broad knowledge of data analytics and customers KPI's
Broad knowledge of IKEA Brand objectives, values, and vision
High leadership capabilities including ability to lead the business through the team and with the store Commercial Team
Ability to make things happen, priorities and make decisions by championing flexibility, speed and simplicity
A considered decision-maker thanks to strong interpersonal skills with the ability to build trustful relationships
Ability in communicating in an inspirational way with the IKEA tone of voice
Ability to organize and prioritize different tasks and processes
Ability to identify opportunities for improving customer experience
Ability to follow up and measure performance of output and capture learnings to improve the daily work
Ability to understand the key principles of the shopping experience and customers' expectations
Good knowledge of Italian and English

What we offer:

Structured HR processes to support you in your growth (onboarding, training, coaching sessions, internal recruitment opportunities, etc)
Wellbeing Offering, including an Employee Assistance Program (EAP) that provides you with immediate and confidential support for any concerns related to your daily life
Healthy and affordable food: you will have access to a corporate canteen and will be able to enjoy a complete meal for just over 1€
Employee discount: 15% on the purchase of IKEA products for personal use
IKEA Vouchers for the most important moments in your life (marriage, cohabitation, birth or adoption of a child)
Corporate discounts: you'll have access to portal dedicated to our co-workers to enjoy discounts for different activities such as travel, leisure, technology and more
Bonuses: we believe that everyone's contribution is needed to achieve (and exceed!) our goals. Every year all the co-workers can be rewarded for how we develop our business together

Additional Information:

Job Posted:
October 18, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Customer Experience Operations Team Leader