o Assist the After Sales Manager to ensure a positive customer experience to strengthen IKEA’s position as the best home furnishing store in your local market
o Support the After Sales Manager in meeting or exceeding P&L objectives (hours budgets, staff costs, productivity, accommodations costs ) through effective and efficient staff planning, properly managing resources and providing excellent services to our customers
o Support the After Sales Manager to develop cross-trained, empowered co-workers who make decisions to benefit both the customer and store
o Execute annual Customer Service action plan to achieve overall business plan goals (key figure goals, hourly budgets, CSI goals) and implement efficient ways of working to reduce customer wait time in relevant areas of the store
o Support in developing and executing CSI action plans which enables us to live up to our Customer Promise by achieving 70% in all four focus areas of the Customer Promise. Ensure at least a 75% Satisfaction level in CSI in conjunction with optimizing sales and profitability
o Act as the ambassador of the Customer Promise by ensuring it is a living reality throughout the whole store
o Monitor the quality of all services throughout the store and partner with other departments to address issues and increase efficiencies by integrating the H.E.A.R.T program where necessary
o Act as store conduit for information contained in “Mystery Shopper” reports and follow-up with store partners to carry-out training and development where needed
o Ensure implementation of the Family- Friendly concept throughout the store
o Respond to and resolve customer issues with urgency and empathy
o Positively impact CSI, Voice and sales goals through the hiring and development of Customer Relations co-workers who will be able to meet the expectations of their Key Tasks and be a part of a healthy co-worker environment.
o Maintain service areas in "shape as new", consistently clean, organized and ensure shopping tools are always available throughout the store to meet IKEA Commercial Review standards.
o Ensure that Canadian ASR- Rules & Guidelines are adhered to and followed up on.
o Partner with Safety & Loss Prevention to ensure policies, proper procedures, and audits are adhered to
o Assume responsibility for other tasks and projects as they occur
o Proven leadership abilities and an ability to share your knowledge and learning
o Excellent communication skills, strategic, analytical and tactical abilities
o Interest in home furnishings
o Strong customer focus and multi-tasking capabilities
o Computer proficiency including MS-applications and relevant IKEA systems
o Ability to lift 50 lbs. (22.7 kg) as needed
o 2-3 years IKEA management experience including internal training programs or 3-5 years retail management experience
ABOUT THIS WORK AREA
o Supervises: Småland/Ballroom area coworkers, Carts/Shopping Tool coworkers, Greeter