Customer Resolution Manager

WHAT YOU'LL NEED TO HAVE
5 years of experience:
• In retail, preferably in the home furnishing sector
• In planning, driving output and measuring performance (business)
• Managing, leading and developing people, preferably in customer centric service or retail environment
• In customer service, problem solving and conflict handling techniques
• Turning data and insights into actions and solutions to meet the customer.

WHAT YOU'LL BE DOING DAY TO DAY
Develops and ensures a seamless resolutions process in a multichannel retail environment (Store Fulfillment, Ecommerce and Cash and Carry) for returns and exchanges. Ensures a proactive way of working to identify root causes and resolutions in close collaboration with other functions.
• Hires, onboards, trains, leads, manages and develops the Customer Care Leaders in the store.
• Builds emotional connections through meaningful and empathetic interactions with customers; setting the example and coaching others on how to do the same.
• Ensures that the team solves root causes of resolutions cases, accommodations and returns to reduce related costs.
• Implements best practices and rolls out new country processes and systems on a timely basis to the entire Customer Experience team.
• Partners with relevant teams to improve customer experience in delivery service. Trains all store management on how to manage escalations in the most cost and time efficient way.
• Supports the Customer Experience manager to build competence in IKEA Brand standards, product range, services, etc.
• Contributes to an environment where the IKEA culture is a strong and living reality that embraces the diversity of co-workers and customers.

TOGETHER AS A TEAM
We are the ones meeting our customers – in our stores, online, in our catalogue and beyond. We have knowledge of the IKEA product range, local markets and customer needs and we constantly find new ways of making real connections with our customers to maximize sales and profitability. Together with thousands of colleagues around the world we’re a diverse team working for the continued global success of the IKEA Concept – a concept that helps millions of customers create a better everyday life!


JOB TYPE – Regular, Full-time; In Location, Onsite; Retail, Sales, Services, Supervisor, People and Business Management, Home Furnishing

HOURS – Salaried, Retail Management

SHIFTS – Fully open work schedule availability including evenings and weekends required; Operations generally range between the window of 6am to 11pm; Minimum one weekend off per month; Work schedules are published one month in advance

PAY – The starting rates/salary for this position range from $67,514 to $98,228 and will be based on equivalent work experience

POSTING – The anticipated closing date is on or around 8/20/25

BENEFITS ELIGIBLE? – Yes

At IKEA, taking care of our co-workers and their dependents is a top priority. That’s why we offer our eligible, regular co-workers (part-time and full-time) a full menu of benefits and perk options to help everyone maintain work and life balance, be well and plan for their future. Join our team and enjoy these benefits and so much more!

*Generous paid time off, holiday and sick time
*WiselyPay – get earned wages up to two days early
*Paid parental leave (up to 16 weeks)
*KinderCare tuition discount
*Retirement and bonus plans
*Co-worker discount, meal deal, and referral bonus
*Pet insurance program
*Education assistance and learning programs
*Safety shoe reimbursement
*24/7 telehealth visits
*Dental and vision plans
*Medical and Rx plans (must work min. 20 hrs/wk)
*A fun and inclusive work environment

POLICY – Thank you for your interest in applying for this role. Please be aware that this is a Sensitive Position. The successful candidate will be required to complete a background check and a drug test as a condition of employment for this role.




Develops and ensures a seamless resolutions process in a multichannel retail environment (Store Fulfillment, Ecommerce and Cash and Carry) for returns and exchanges. Ensures a proactive way of working to identify root causes and resolutions in close collaboration with other functions.
• Hires, onboards, trains, leads, manages and develops the Customer Care Leaders in the store.
• Builds emotional connections through meaningful and empathetic interactions with customers; setting the example and coaching others on how to do the same.
• Ensures that the team solves root causes of resolutions cases, accommodations and returns to reduce related costs.
• Implements best practices and rolls out new country processes and systems on a timely basis to the entire Customer Experience team.
• Partners with relevant teams to improve customer experience in delivery service. Trains all store management on how to manage escalations in the most cost and time efficient way.
• Supports the Customer Experience manager to build competence in IKEA Brand standards, product range, services, etc.
• Contributes to an environment where the IKEA culture is a strong and living reality that embraces the diversity of co-workers and customers.

The starting rate/ salary for this position ranges from 67514 USD to 98228 USD and will be based on relevant work experience.