Customer Operations Manager

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

• 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.

• 15% IKEA discount & discount portal helping you save €100s 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 is important for you.
• Free healthy meal option, salad bar, fruit, and hot/cold drinks.

• 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.

• Contribute ideas & insights 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.

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.