Minimum 7 years of related experience in customer care or management
At least 2 years of managerial experience leading teams
Strong analytical skills to assess performance metrics
Proven ability to implement customer-focused strategies
Experience in coaching and developing team members
Responsibilities
Lead the Customer Care assignment and implement strategic initiatives
Manage team performance to ensure a customer-focused culture
Set and analyze performance standards, implementing corrective actions as needed
Coach and develop a high-performing Customer Care team
Utilize customer insights and competitor analysis to drive continuous improvement
Benefits
Opportunity to work in a diverse and collaborative team environment
Focus on creating rewarding customer experiences
Access to best practices and methods in customer care
Engagement in a multichannel retail environment
Chance to make a positive impact on customer relationships
Full Job Description
Job ID: 369056
Date posted: 13/10/2026
What you'll need to have • Minimum 7 years of related experience • Minimum 2 years of managerial experience A day in your life with us • Lead the Customer Care assignment, strategy implementation and manage its performance. • Lead the customer care team and collaborate with key stakeholders to ensure customer-focused culture to create a rewarding customer experience. • Set, analyse and ensure performance standards are met and corrective actions are implemented and sustained to ensure an excellent customer care experience. • Lead, coach and develop a competent, high performing Customer Care team, including best practice, processes, and methods. • Secure that customer insights and competitor analysis, are used to identify initiatives and continuously to improve the customer care experience. About this work area At IKEA it's all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We're a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We're a bunch of people who are truly passionate about people!
In the IKEA world, this position is officially referred to as Unit Customer Care Manager II The starting rate/ salary for this position ranges from 75,303 CAD to 103,541.5 CAD and will be based on relevant work experience.
