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IKEA

Unit Customer Experience Manager II

Calgary, AB, Canada

The starting rate/ salary for this position ranges from 108487 CAD to 149170 CAD and will be based on relevant work experience. · Full-time

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Job details

Pay: The starting rate/ salary for this position ranges from 108487 CAD to 149170 CAD and will be based on relevant work experience.
Job type: Full-time
Apply by: Oct 31, 2026
Posting language: English
Posted: Oct 1, 2026

Original job description

WHAT YOU'LL NEED TO HAVE

Minimum 9 years of related experience
Minimum 4 years of managerial experience

A DAY IN YOUR LIFE WITH US

Lead the Customer Experience Centre of Expertise (CoE) assignment and strategy and be accountable for its performance,
Work closely with key partners within INGKA, other IKEA business stakeholders and countries to develop an excellent customer experience.
Secure a customer experience performance improvement process. Work closely with key partners within INGKA, other IKEA business stakeholders and empowering country networks to identify insights and pain points and ensure stakeholders take responsibility for improving initiatives.
Lead and secure a true Voice of the customer agenda.
Secure an “outside in” approach throughout, using customer insights, competitor activity, following trends and future developments to identify opportunities to improve the payment experience across the business.

ABOUT THIS WORK AREA

The Customer Experience Manager plays a critical role in helping customers shop more easily, make informed purchasing decisions, and leave feeling excited to return. When this role is successful, customers are happier, shopping becomes easier, sales grow, loyalty increases, and after-sales issues decrease. This is a unique opportunity to make a measurable impact on both the customer experience and the overall success of the store.

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.

Why you will love us

Here at IKEA, we want to ensure that we are creating a better everyday life for the many people, including our co-workers. We also believe that a job should be so much more than a job. That’s why we focus on having an inclusive work environment where we celebrate your uniqueness, live our values, and ensure that we walk the talk when it comes to co-worker development. In addition, we offer a comprehensive Total Rewards package to all co-workers including:

Wellness days (in addition to your vacation days!)
Extended health, dental, and vision coverage (for you and your family)
RRSP with IKEA contribution matching options
Eligibility for our annual IKEA bonus incentive plan
Flexible spending account
Life insurance
Merchandise and restaurant discounts (plus free drinks and different healthy meal options in the co-worker restaurant, where available)
Parental leave
Bereavement leave
Employee assistance program (that helps you support your mental, physical, and financial wellbeing)

In the IKEA world, this position is officially referred to as Unit Customer Experience Manager II

The starting rate/ salary for this position ranges from 108487 CAD to 149170 CAD and will be based on relevant work experience.

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More about this job

Responsibilities

Lead the Customer Experience Centre of Expertise strategy and performance, collaborating with IKEA stakeholders and country teams to improve the customer experience. Establish performance improvement and Voice of the Customer processes, using customer insights, competitor activity, and emerging trends to identify and deliver improvements, particularly in the payment experience.

Requirements

Requires at least nine years of related experience and at least four years of managerial experience. No education requirements are specified.

Skills

Customer Experience Strategy
Customer Insights
Voice of the Customer
Performance Improvement
Stakeholder Management
Cross-Functional Collaboration
Team Leadership
Customer Feedback Analysis
Pain Point Identification
Initiative Development
Competitor Analysis
Trend Analysis
Payment Experience
Retail Customer Relations

Benefits

Wellness Days
Extended Health Coverage
Dental Coverage
Vision Coverage
RRSP With IKEA Contribution Matching
Annual Bonus Incentive Plan
Flexible Spending Account
Life Insurance
Merchandise Discounts
Restaurant Discounts
Free Drinks
Healthy Meal Options
Parental Leave
Bereavement Leave
Employee Assistance Program

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Customer Experience Centre of Expertise
Customer Experience Strategy
Customer Relations
Voice of the Customer
Customer Insights
Customer Feedback
Performance Improvement
Stakeholder Management
Country Networks
Customer Pain Points
Customer Experience Initiatives
Outside-In Approach
Competitor Activity
Trend Analysis
Future Developments
Payment Experience
Multichannel Retail
Customer Loyalty
After-Sales Issues
Team Management

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