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Customer Experience Manager

Bengaluru, Karnataka Customer Relations Full Time

Job description


WE ARE LOOKING FOR CUSTOMER EXPERIENCE MANAGER TO JOIN OUR IKEA INDIA TEAM IN BANGALORE: PURPOSE OF JOB: • The Customer Experience Manager drives the development of customer experience to support the Meeting Places. • Enable the Meeting Place to provide enjoyable, memorable and personalized customer experiences before during and after the visit, both online and offline. KNOWLEDGE: • Synergy Leasing – Knowledge of how to create synergism among tenants, that ensures a complementary offer for the customers • Globalization – Knowledge about how to adapt to a global meeting place concept to meet local culture and community needs and willpower to adjust the global concept to stay and continue to be relevant. • Customer Behavior – Knowledge of existing and potential customer’s needs, behaviors and aspirations to be able to help Ingka evaluate future endeavors and further translate insights into most relevant ideas & solutions, to support for business purpose and decision-making. • Community engagement - Knowledge of how to drive engagement with various levels of the local community. • Customer journey - Knowledge of the customers’ whole interaction with Ingka, from first encounter to purchase – using digital and physical tools and platforms. • Customer experience - Knowledge of how data and insights about customer interactions with IKEA can be translated into seamless solutions. • Integrated Campaign Management - Knowledge of how to effectively integrate and combine mass and one-to one communication, traditional and digital media and how to offer tailored brand experiences with maximum impact at every consumer touch-point. MOTIVATION: • Entrepreneurship/Innovation - Motivated by searching and grasping business opportunities. Taking ownership and responsibility for making things happen • Teamwork - Motivated by being a part of a team, to work in close collaboration with colleagues and partners, give support to others and be supported, share ideas and do things together. • Value for the many (Social reasonability) - Motivated by being a part of something big => a change that influences people for the better (something big and humanistic) • Leading - Motivated by inspiring others, sharing your business idea and making others follow you, guiding others and creating a team in order to achieve one purpose for common success • Share and live the IKEA culture and values. CAPABILITIES: • Applying Financial Insight - Applies financial knowledge to achieve organizational goals and objectives. • Driving Performance - Provides guidance and feedback to maximize performance of individuals and/or groups. • Business Courage - Demonstrates ability, willingness and proactive attitude to generate new ideas and mobilize people around them, finding ways to convert them into new business opportunities • Customer focus - Provides courteous, timely, and helpful services (incl. digital) to encourage customer loyalty. • Networking - Builds and maintains a system of strategic business connections. • Overcoming obstacles - Pursues goals and strategies despite discouragement or opposition LEADERSHIP CAPABILITIES: • Develop the business and deliver results • Lead and develop people • Inspire and clarify • Create togetherness • Find better ways • Enable change


ASSIGNMENT: • Creates, owns and manages the Customer experience Program for the Meeting Place. Supports the new business opportunities and income streams as well as developing the communication with our customers. • Identifies and defines local customer groups and their customer journey including touchpoints before, during and after the visit (on-line and off-line). Ensures that the customer always gets a relevant, consistent communication with our Brand and Meeting place. Maintains and constantly improves the customer journey and ensure that Meeting Place stays relevant to customers’ present and future needs. • Provides outstanding customer services together with partners and communities in order to make the customer journey convenient and relevant. Defines, implement and innovates new customer services to enhance convenience and enjoyable experiences (ex. relevant delivery service, loyalty programs, information services etc.) and ensures that basics are in place. • Together with Meeting Place Manager define commercials goals, marketing strategy and budgeting process. Create, sustain and work with the commercial calendar in order to drive brand/loyalty programs and on line-community via social media. • Monitors and analyses performance and customer interaction level with customer touchpoints. Find potential areas for improvements of both customer satisfaction and income. Puts both the offline customer feedbacks (through Info desk, MP staff) and online customer reviews (social media, researches) into action to improve the Meeting Place performance. Regularly carry out local market research. • Actively works on localizing the uniqueness of the Meeting place through MP touch points (both off-line and on-line) and ensures consistency from the Customer experience perspective. Ensures the total ambience of the MP (atmosphere, music, lighting, visually). • Implement a Loyalty Program, rewarding community members for being active in the relations with the Meeting Place. • Plan, Create and integrate promotion of events/campaign/marketing activities into all medias, including promotion via digital tools, ATL, PR support. Follow up on marketing operations. Manage and update website and social Medias. Communicate and cooperate with local agencies. • Being the owner of co-creation and innovation in the Meeting Place, actively contributes to driving visitation to the Meeting Place and IKEA Store by constantly improving customer journey and customer experience, as well as by increasing IKEA presence in the Meeting Place (online and offline). • Drive and develops the Customer experience competence within the Meeting Place (including own team, tenants, contractors, partners) using best practices, training programs and other relevant methods, and ensure our customers are engaged into the quick prototyping of the new ideas and concepts. • Contribute to engage with our customers to improve the sustainability performance of the Meeting place (including fit out, operations and community engagement), communicate the vision and benefits of our sustainability agenda. Contribute to encourage partners to inspire & enable our visitors to lead more healthy and sustainable lifestyles. • Be responsible for the cost part of MP P&L in his/her area of responsibility, drives costs Budget/ Estimation planning process and follow-up in close cooperation with relevant Domains and SO Business Navigation, secures on budget execution of activities and investments under his/her scope Previous Experiences & Proven Skills • Business understanding and a background from working in a customer focused, fast-paced and multichannel environment. • Experienced in creating and implementing mid-term tactical plans and following up goals. • Proven customer-focused mind-set. • Assertive with the ability to influence through the use of customer insight. • Self-reliant and motivated with a proven ability to work as part of a team as well as independently. • Experience in problem-solving and conflict-management. • Management position experience in a people-centric organisation, and ability to lead in a changing environment. • Proven Project management skills • Fluent in English and local language


To optimize the meeting place experience for the many people to drive visitation to the Meeting Places and IKEA. Deliver sustainable business growth for our Partners and Meeting Places utilizing visitation and positive customer experience. Achieve operational results and drive efficiency improvements. Enhance commercial performance, brand value and Sustainability performance of the Meeting Places.