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Customer Experience Manager

Batu Kawan, Penang 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


  • Contribute to the creation and operational implementation of the local customer relations action plan.
  • Support a customer focussed culture throughout the complete unit and ensure an overall inspiring shopping experience and easy buying experience.
  • Contribute to the building of business competence by supporting co-workers in their efforts to improve according to agreed development plans
  • Implement the global solutions, service and tools that support self-service and self-choice during the complete buying experience.
  • Implement and follow up on the activities identified to remove hindrances and secure a customer focussed easy buying experience
  • Ensure the efficient and cost-effective execution of the IKEA exchange and returns policy and a customer friendly handling of complaints
  • Implement ‘Ways to Shop’ in your unit
  • Provide a family friendly environment that converts more visitors to happy customers.
  • Provide an inspiring and motivating direction for your team and its individual members to ensure development and succession·
  • Provide input to the service agreements and contract with internal/external partners such as the customer support centre and support co-workers in executing those.
  • Support proactively with customer insights to generate business and functional improvements.
  • Ensure balanced operational excellence in daily operations within the stated area of responsibility to secure a positive shopping experience
  • Support proactively with customer insights to improve business and functional operations


Your knowledge, skills and experience include:

  • Experience of working at a senior level and having had a management role.
  • Experience in managing a workforce of above 15 employees.
  • Experience of working in a customer-focused service industry, preferably retail.
  • Minimum 5 years experiences in Customer Service Management, preferably from multinational company.
  • Able to handle stress in a fast-pace environment.
  • Ability to align customer needs and expectations with business needs.
  • Self-reliant and motivated with proven ability to work as part of a team as well as independently.
  • Interest in what is happening within the market and the local business conditions.
  • Project management experience is an advantage.
  • Strong analytical skill to understand problem and provide best solution.
  • Proficient with Microsoft Office including Word, Excel and Power Point.
  • Understanding of retail systems including ERP, POS and Customer Relations Management system.
  • Able to work on shifts, rotate weekend and public holidays.
  • Good communication, negotiation and influencing skills.
  • Ability to find solutions for customer and operational issues.
  • Good attention to details by being persistent, structured and accurate.
  • Very perceptive with that ability to implement solutions quickly.
  • Have strong interpersonal skills, written communication and organizational abilities.

More Information

Please apply by 21-Feb-2020