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Deputy Operations Manager

St Petersburg, Saint Petersburg Leadership & Management Full Time

Job description

Purpose of the job:

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.

Main assignments:

· 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.



Please sent your resume to https://hh.ru/vacancy/31521814