OUR TEAM WITHIN IKEA: Lead and inspire your team to support a seamless customer journey by offering an inspiring and rewarding customer experience with great quality for all non-face-to-face contacts and increased sales and profitability in online channels. Provide fast and easy support in every customer contact to fulfil customers' expectations. Ensure that optimal staffing is meeting customer and co-worker expectations. Ensure the customer support processes are followed.
WHAT YOU'LL BE DOING DAY TO DAY: • Understand the customers need and be able to suggest a home furnishing solutions that will solve their challenges, also propose add-on products, work with cross selling and upselling; • Provide personal support to customers to give added value and increase sales; • Contribute to the creation of the unit action plan and implement the appropriate actions in the area of responsibility; • Deliver and lead the action plan for unit and department; taking input from the team and the matrix manager to ensure the department supports the achievement of the agreed goals for the country, maximises sales and generates sustained long-term profitability. Secure successful implementation of country priorities; • Work proactively with all stakeholders to improve customer experience in multichannel environment; • Ensure your Team leaders have the right number of co-workers in the right place at the right time to run their shops successfully and ensure their co-workers are ready and available to serve customers and help them buy; • Secure and understand the multichannel retail environment they are working in and know how to use this in the best and most commercial way for different customers; • Analyse the qualitative performance of your department using IKEA research tools to improve easy buying process; • Follow up your financial goals, KPIs and costs, and take action on deviations; • Secure competent and high-performing teams and leaders who inspire and empower every co-worker to recognise and understand their contribution; • Identify and develop the many talents within the department to secure succession planning.
WHAT YOU'LL NEED TO HAVE: • Minimum 3 years of successful management experience & leading large teams • Good understanding of all aspects of the multichannel shopping experience. • Good understanding of IKEA systems selling (esp. Kitchen/wardrobe) and kitchen customer journey in omnichannel reality • Good communication, negotiation and influence skills. • Good knowledge of how to support customers before, during and after purchase in a non-face-to-face environment. • Good knowledge of and experience with forecast methods and processes • Understanding of and experience in change management. • Ability to find solutions for customers and operational issues. • Ability to make things happen with flexibility, speed and simplicity. • Combine work on a strategic and tactical level • English language skills both spoken and written.
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!