Customer Experience Team Leader

About the role

We are looking for a Customer Experience Team Leader to drive exceptional service across our cash lanes, click‑and‑collect, home delivery and other in‑store services. You will lead, coach and develop a team of co‑workers to ensure a consistent, delightful experience for every IKEA guest.

Key responsibilities

• Lead and coach floor staff to deliver consistent customer experience in cash lanes, Click & Collect, Home Delivery, Handout and Car Loading areas.
• Monitor performance against goals, analyse KPIs and customer feedback, and implement improvements.
• Manage wait times, processes and guidelines for cash lanes, FSHO and Click & Collect.
• Oversee competence development, commercial review and compliance activities.
• Recruit, onboard and train Customer Care and Cart co‑workers, create development plans and manage resource planning.
• Ensure team competence on systems (ISELL, Centiro, MHS, IPOS, queuing systems) and maintain appropriate system access.
• Identify successors and provide necessary training.
• Build emotional connections with customers and coach others to do the same.
• Partner with Risk & Compliance to uphold cash handling, inventory, safety and audit standards.

Required profile

• Passion for delighting customers and creating inclusive experiences.
• Ability to think differently and drive continuous improvement.
• Open availability Monday through Sunday in a retail environment.
• Strong analytical mindset with experience in performance monitoring and root‑cause analysis.
• Leadership experience in a customer‑facing retail setting.

Required skills

• ISELL system
• Centiro system
• MHS system
• IPOS system
• Queuing systems

What we offer

• Competitive hourly salary ranging from $27.51 to $38.00.
• Full‑time regular employment with benefits eligibility.
• Opportunities for growth and development within IKEA.
• Inclusive and supportive work environment.