Solid understanding of the easy buying experience. Cost and budget management. Proven leadership skills in a people-centric organisation. Talent management, i.e. recruitment and development. Change management. IKEA Brand, IKEA culture and values. Retail market customer insights, including sources. Relevant customer relations processes, tools and working methods. Legal requirements and third-party contracts. Ability to align customer needs and expectations with business needs. Good communication, negotiation and influencing skills. Ability to find solutions for customer and operational issues. Good social skills with a high level of accessibility. Ability to make thinks happen with flexibility, speed and simplicity. Sound understanding of business and a background gained from working in a customer-focused, fast-paced and multichannel retail environment. Experienced in creating and implementing mid-term plans, setting budgets and following up goals. Proven experience of being a valuable contributor to customer satisfaction and business unit results. Self-reliant and motivated with a proven ability to work as part of a team as well as independently. Self-confident and assertive with the ability to influence through the use of customer insights. Experienced in problem-solving and conflict-management. Proven record/experience of developing people and organisations. Strong organisational skills and an ability to prioritise. Ability to communicate confidently and clearly in the local language(s) and English. Good analytical skills.
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 action.
TOGETHER AS A TEAM
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. We’re a bunch of people who are truly passionate about people!