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Directeur / Directrice Relations client

Saint-Laurent, Quebec Customer Relations Full Time

Job description


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.


Ensure the customer focus and relevant business plans relate and come together in a local action plan that is operationally implemented and fulfilled. Drive a customer-focused culture throughout the complete market and secure an overall inspiring shopping experience where it is always for customers easy to shop. Ensure the building of business competence by supporting managers and team leaders in setting and working on relevant goals and agreed development plans. Influence the unit management team with customer insights that will allow it to base business decisions on customer expectations. Responsible for identifying and removing hindrances in order to secure an easy buying experience, a positive shopping experience and easy payment and after-sales fulfilment. Support commercial initiatives and priorities before, during and after the shopping experience. Identify and develop the many talents in the unit and within the department to secure succession planning. Establish and maintain service agreements with internal stakeholders (including customer support) and external partners in order to protect operational standards and help safeguard the IKEA culture. Plan and determine which departmental resources and investments are required in order to achieve operational excellence in balance with customer expectations. Secure and monitor the department is working according to internal, global and national rules and policies, IKEA best practise and in accordance with local legislation.


PURPOSE OF FUNCTION 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.

*Available to work during nights and weekends *A bilingual candidate *Candidate from Montreal store will be considered first