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Customer Contact Centre Manager

Mexico City, Mexico City eCommerce 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.

Ikano Group has already carried out market and distribution studies relating to the establishment of IKEA stores in Mexico. Inter IKEA Systems B.V. (the owner of the IKEA Concept and worldwide IKEA franchisor) has allocated the market of Mexico to us.

We have an office in Mexico City since April 2017 and are determined to bring a little bit of Sweden to Mexico.

Job description


To build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment by: valuing and fulfilling customer needs and expectations thereby stimulating more and more frequent visits, understanding customer motivation and expectations, and play an active role in turning them into commercial opportunities.  ensuring a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit. This shall happen by working in partnership with all business functions to contribute to commercial growth.


Lead and inspire the  team to support and contribute to a positive shopping experience for our customers, encouraging them to revisit our stores often over time, whilst running an efficient, cost-effective contact centre operations.


  • To create and encourage a customer-focused culture throughout the contact centre to ensure IKEA is our customers’ first choice for home furnishings.

  • Resolve escalated customer complaints,  to ensure a satisfactory solution that restores the customer’s faith in IKEA and secures their repeat business and ensure my team understands the reasons for the actions I take.

  • To analyse customer  feedback.

  • To monitor the different channels through which our customers communicate with us and ensure we are always accessible to them by making sure that all self-service options for our customers are maximised in all customer contact channels

  • To give regular updates to store managers on feedback from their customers based on the service levels and KPIs that the contact centre receives per store.


  • Solid knowledge of the Customer Support/Contact Centre business.

  • Proven record of successful leadership in a people-centric organisation.

  • Market research and customer insights, including sources.

  • Problem-solving experience.

  • Experience of working in a customer contact centre at a senior level or as a senior manager with responsibility for a large team.

  • Experience of setting and implementing action plans, setting budgets and following up goals

  • Understand profit and loss and how to affect its result through their actions

  • Ability to prioritise and organise the work and the work of others in order to make the most efficient use of time available.

  • A passion for getting the best for the customer.

  • Experience of resolving customer complaints, resolving conflict and creating a win-win outcome

  • Ability to set expectations and provide clear direction – goal setting.

  • Ability to work on an operational/tactical level.

  • Ability to network and interact effectively with different people in various situations.

  • Possess holistic business acumen.

  • Ability to communicate confidently and clearly in English and Spanish language.y to make things happen with flexibility, speed and simplicity.

More Information

This position is based in Mexico City and  offers a rare opportunity to be part of the establishment of IKEA in a whole new market. You will get a chance to push boundaries and influence the direction of IKEA in Mexico. All as part of a caring and open culture where we live our values, work hard, have fun and operate with a long-term perspective. Because here opportunities arise and growth follows.

If you are interested to be a part of our team  please send your CV in English.