Unit Customer Operations Manager

About the role

IKEA is looking for a senior leader to drive excellence across all customer touch‑points in its Dartmouth store. You will shape the in‑store purchase experience, improve returns and exchanges, and translate data insights into seamless solutions that strengthen the IKEA brand.

Key responsibilities

• Secure excellent operation at all customer meeting points and implement new in‑store purchase methods.
• Manage and improve the return and exchange experience across all channels.
• Adapt global ways of working to the local market and share best practices.
• Lead implementation of new activities and initiatives within customer store operations.
• Establish a strong retail foundation for customer experience and develop commercial review competence.
• Act as a matrix lead for stores within customer operations and drive BPL initiatives.
• Build SME competence by understanding markets, consumer behavior, and business operations.
• Collaborate with key stakeholders across commercial functions to ensure integration and maximize impact.
• Contribute to IKEA’s transformation by fostering an open, sharing climate and modeling company values.

Required profile

• Deep knowledge of market trends, customer aspirations, and the IKEA brand.
• Future‑oriented mindset with ability to set and execute action plans.
• Proven ability to manage multiple priorities in a matrix organization.
• Formal qualifications in Marketing, Sales, Business/Finance or equivalent.
• Minimum 10 years of experience in customer experience operations.
• At least 5 years of experience leading and influencing teams.

Required skills

What we offer

• Opportunity to make a positive impact in a global retail leader.
• Collaborative, inclusive work environment.
• Career growth and development within IKEA.