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Customer Relations Manager

Bang Yai, Changwat Nonthaburi Customer Relations Full Time

Job description

Company description

The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Singapore, Malaysia and Thailand – and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.

We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.

We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.

Job description

About the job
To ensure a positive and joyful shopping experience for all IKEA visitors and customers. This includes in particular:

  • Ensuring an overall customer easy buying process and a positive shopping experience. 
  • Ensuring that the appropriate customer relations' processes and tools are implemented.
  • Ensuring the related strategies are translated into actions.

Your assignment

  •  Ensure the customer focus and relevant business plans relate and come together in a local action plan that is operationally implemented and fulfilled.
  • Drive a customer-focused culture throughout the complete market and secure an overall inspiring shopping experience where it is always for customers easy to shop in a multichannel retail environment.
  • Ensure the building of business competence by supporting managers and team leaders in setting and working on relevant goals and agreed development plans.
  • Influence the unit management team with customer insights that will allow it to base business decisions on customer expectations and a “First Time Right” mindset.
  • Responsible for identifying and removing hindrances in order to secure an easy buying experience, a positive shopping experience and easy payment and after-sales fulfilment.
  • Support commercial initiatives and priorities before, during and after the shopping experience in line with Commercial Review requirements.
  • Identify and develop the many talents in the unit and within the department to secure succession planning.
  • Establish and maintain service agreements with internal stakeholders (including customer contact centre) and external partners in order to protect operational standards and help safeguard the IKEA culture.
  • Plan and determine which departmental resources and investments are required in order to achieve operational excellence in balance with customer expectations.
  • Secure and monitor the department is working according to internal, global and national rules and policies, IKEA best practise and in accordance with local legislation.


Your profile

  •  Experience of working in a management role within retail and taking responsibility for a large team.
  •  Ability to quickly gain and apply knowledge of the local market and business conditions.
  •  A considered decision-maker with the ability to influence management colleagues.
  •  Ability to create a win-win situation when handling conflict situations.
  •  Ability to understand the key principles of the shopping experience and customers’ expectations.
  •  Experience of working within customer relations in retail.
  •  Proven leadership skills in a people-centric organisation.

More Information

Please apply by 15 October 2019