Skip to main content

Knowledge management & Insights manager, CSC

Taastrup, Capital Region - Explore location Leadership & Management Full Time

Job description


Are you ready to drive the agenda for how to constantly improve our customer success through the knowledge and insights gained in our Customer Support Center?
As a part of the exciting transformation in our Danish Customer Support Center, we’re now opening a new role as Knowledge Management and Insights Manager – and we’re looking for you who has an understanding of the contact center business, quality management and problem management.
Your motivation lies in customer support, experience and satisfaction, and you have the willingness and passion to transform IKEA to be the world’s leading omni-channel home furnishing retailer.
We further value that you have exceptional analytical, communication and presentation skills along with the ability to effectively influence via cross-functional partnerships, collaborations, and relationship building and further more;
•Ability to comfortably communicate with and present to senior management team members in both English and Danish.
•5+ years’ experience in research. In retail it would be a plus.
•Proficiency with large datasets and data tools (e.g., CRM, social listening tools)
•Deep understanding of consumer and market research with both qualitative and quantitative experience
•Track record of synthesizing inputs, drawing insights, and communicating to appropriate stakeholders throughout the company
•Strong interpersonal, written, and verbal communication skills.
•Ability to work in a team or teams, working in multiple projects simultaneously.


The purpose of the role is to drive the agenda for how to constantly improve the customer success through the knowledge and insights gained in the Customer Support Centre.
You’ll be responsible for collecting, analysing and sharing operational performance data and actionable insights, which develop our business and people. You’ll secure continuous development of KPIs and create mid and short-term actions based on customer and operational data to improve operations within the unit – additionally you’ll ensure quality management for all contact methods and support activities for improving the quality of customer contacts.

You should also expect to:
-Identify and analyse trends of customer behaviour
-Build and collaborate in a network of relevant stakeholders
-Implement Knowledge Management as a natural backbone of internal and external knowledge sharing
-Contribute to the creation of the Customer Support Centre channel action plan
-Participate in and contribute to the global Customer Knowledge & Insights capabilities.

In our team we take pride in seeing everyone around us grow and develop, and we encourage people to experiment, test, try - and sometimes fail. As long as they learn along the way! We know that everything is changing more rapidly today and that we sometimes need to lead in the unknown. So we throw ourselves out there to explore new possibilities and ways of doing things to make both our people and our business prosper.


In this role you will report to the Country Customer Support Manager
Please, note that we do not accept applications via email, but only through our job portal.
Please send your application no later than August 7th, 2021.


'- You’ll be on an individual, flexible contact on 37 hours per week
- Salary within the IKEA salary policy
- We have several benefits such as: Pension, health insurance, massage, cantine, co-worker discount, discounts through Logbuy, bonus programme etc.
- Start date: As soon as possible