Support a seamless customer journey by offering an inspiring and rewarding customer experience with great quality for all non-face-to-face contacts. Provide fast and easy support in every customer contact to fulfil customers’ expectations.
· Ensure a customer focused culture in all non-face-to-face contacts and secure a positive and seamless customer experience. · Plan resources and investments in order to achieve operational excellence in line with customer expectations and service level goals. · To secure operations and performance according to business needs. · Contribute to the creation of the unit action plan and implement the appropriate actions in the area of responsibility. · Contribute to the building of business competence by supporting managers in setting and working on relevant goals and agreed development plans. · Benchmark with other units and the contact centre industry in general in order to get best practice and good ideas for developing the business. · Build relations to stakeholders within country and global organization. · Develop the many talents within the department to secure succession planning.
Requirements: · Good knowledge about IKEA Brand, culture and values. · Good understanding of all aspects of the IKEA multichannel. · Good knowledge of how to support IKEA customers before, during and after purchase in a non-face-to-face environment. · Knowledge of and experience with forecast methods and processes.
· Understanding of and experience in change management. · Strong communication skills. · Self-reliant and motivated with a proven ability to work as part of a team as well as independently. · Self-confident with the ability to influence through the use with customer insights. · Know how to manage and develop complex processes. · Strong organisational skills and the ability to prioritise. · Broad leadership experience in a people-centric organization (minimum 3 years of successful management experience & leading large teams) · English language skills both spoken and written.