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Лідер команди із касового обслуговування та купівельного досвіду

Kiev, Kyiv City Customer Relations Full Time

Job description


You have the solid experience of working in a check-out services in the retail organization. You are passionate about customers and act to ensure a positive shopping experience. The IKEA values truly reflect your personal values. You are able to find solutions for customers and operational issues. You are passionate about growing business and people together using the experience and skills of our people in the best way and enjoying work in a fast-paced and future-oriented retail environment.

Your profile
• Solid understanding of cash-office routines and readiness to build up and manage cash-office and check-out services
• Knowledge of the payment process.
• Have a proven experience in supervising the team in retail environment.
• Knowledge of legal requirements and third-party contracts.
• Solid understanding cost and budget management, accurate stock inventory.
• Sounds understanding of business and a background gained from working in a customer-focused, fast-paced and multichannel retail environment.
• Solid understanding of the shopping experience.
• Experienced in creating and implementing short-term plans and following up goals.
• Proven leadership skills in a people-centric organisation.
• You are leader who will share knowledge and experience and creating a strong team spirit.
• You are leader who spends time on the flow and ready to support co-workers in check-out area or in the store to support co-workers and solve customers needs.
• Self-reliant and motivated with a proven ability to work as part of a team as well as independently.
• You have energy and drive to deliver and ability to manage stressful situations.
• Ability to set clear expectations and directions. Good analytical and numerical skills.
• Computer proficiency with solid MS Excel skills.
• Ability to communicate confidently and clearly in the local language(s) and English.


Check-Out & Shopping Experience Team Leader manage, supervise and support the team of cashiers and customer relation co-workers to provide excellent shopping experience for all customers through complete payment processes and ensuring payment transactions are handled in efficient, reliable, accurate, customer’s friendly manner. Secure that customers are guided to the appropriate check-out services.
Ensure the foundation for an inspiring, joyful, welcoming and family-friendly atmosphere to motivate our customers to shop with us more frequently because they trust us to make their shopping experiences successful and their visits worthwhile; as every customer counts.

In this role, you will be a part of Customer Relations team and you will:
• lead the build up and manage cash-office and check-out services
• secure check-out service is fast and efficient for customers and cost-effective for IKEA store.
• follow up on the queuing policy and waiting times in the check-out area and take action to ensure we keep the agreed goals, to guide customers to the appropriate check-out and ensure spot checks are conducted every day, securing proper payment from customers.
• give our customers a positive payment & shopping experience by ensuring the check-out area is in shape as new, efficiently equipped at all times throughout the day, co-workers are ready and available to help customers.
• maintain a customer-focused culture in the store and ensure an inspiring shopping experience, actively contribute to "ways to shop" implementation in your unit, implementation of the global solutions, services and tools that support easy and fast check out, and a safe and secure working environment.
• manage a team including performance management, training and development for the members of your team.
• spend working time in the check-out area to support the check-out co-workers and help when they cannot resolve a customer’s need, dealing positively and quickly with issues raised by our customers to ensure customers leave with a positive impression of the IKEA store and want to come back and shop more frequently with us.
• secure the co-workers have the knowledge, confidence, responsibility, authority and desire to support customer payment and that they achieve this in an efficient and simple way.
• work together with the manager and the colleagues in other functions to identify root cause of recurring problems, agreeing and implementing improved ways of working and changes which will improve our customers’ satisfaction. Following-up to ensure the successful resolving the problem for future customers.
• contribute to the check-out action plan and taking ownership for own part in its delivery. Constantly monitor our performance against agreed goals, adapting and taking action when required.
• ensure balanced operational excellence in daily operations within the area of responsibility to secure a positive shopping experience.
• create the emotional conditions for a positive meeting with visitors and customers, provide a family-friendly environment that converts more visitors to happy customers
• educate the team to understand the IKEA Concept, and ensuring that they know and use the appropriate manuals and other tools to help maximise our customers’ shopping experience.
• working and maintain relations with external and internal partners, e.g. cash in transit company.


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!


IKEA Ukraine is a part of IKEA South East Europe - an exciting and empowering region with great growth agenda in all countries - Croatia, Romania, Serbia, Slovenia and Ukraine. IKEA South East Europe currently operates 4 stores and we will open 2 new ones in next 2 years.

Join us now and apply for the position online with your CV in English.