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Shopping Experience Manager

Singapore - Explore location Customer Relations 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. We operate in Singapore, Malaysia and Thailand – and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.

We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.

We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.

Job description

Reporting to the Customer Relations Manager, the Shopping Experience Manager manage and lead a team of co-workers to contribute to a positive and joyful shopping experience for all IKEA visitors.  Through interaction with our customers and insight reports, you play an active role to improve customer satisfaction and secure the foundation of providing an inspiring, joyful, welcoming and family-friendly environment for our customers.

Your assignment

  • You create a positive and family friendly shopping experience by ensuring the right shopping tools, friendly & knowledgeable greeters and smaland co-workers are available.

  • You are responsible for recruitment, performance management, training and development and succession planning of the Shopping Experience team.

  • You will work closely with the Local Marketing and Communications Manager to co-plan, co-ordinate, organise, execute and follow up on all IKEA Family activities in the store

  • You will handle professionally all customers’ queries and complaints and deliver service improvements to enhance the customer shopping experiences

  • You are knowledgeable around customer shopping experience, collate and analyse customer related and financial key performance indicators for business and functional improvements

  • You will draft and provide inputs to review and renew the service agreements and contract with internal/external partners such as the customer support centre and support co-workers in executing those service agreements and contracts

  • You will plan, organise and conduct evacuation exercises pertaining to children safety.  These exercises may coincide with customers' code 1000 evacuation.

  • You will partner with external service providers and vendors to ensure alignment customer service standards are delivered and met. i.e. shuttle bus service, cleaning agency, trolley steward service provider, Qmatic system vendor, etc


Your profile

  • You have proven experience of at least 5 years in customer service management and leading a team of co-workers in a retail or customer serviced oriented environment

  • You have a strong interest in home furnishing solutions

  • You are customer-service oriented with excellent communication and interpersonal skills

  • You are a problem-solver with ability to find solutions for customers and operation issues and has strong analytical and numerical skills

  • You have the energy and drive to deliver and ability to manage stressful situations

  • You are well versed in MS Office Applications and able to deliver effective presentations

  • You are able to commit to working on AM & PM shifts, weekends and public holidays

  • You are able to travel overseas for trainings and meetings when required

More Information

IKEA offers an exciting and empowering work environment in a global marketplace. And as the world’s leader at life at home, you have exceptional opportunities to grow and develop together with us.