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Customer Experience Manager

Zhengzhou, China - Explore location Marketing & Communication Full Time

Job description

WHAT YOU'LL NEED TO HAVE

•Experience of working in a customer-focused service industry;
•Knowledge of what is happening in the local market, and an ability to quickly develop knowledge of the local market and business conditions;
•Change management;
•Relevant customer relations processes, tools and working methods;
•Legal requirements and third-party contracts;
•The IKEA values truly reflect personal values;
•Enjoy working in a fast-paced and future-oriented retail environment;
•Passionate about home furnishing, people's life at home and the IKEA range of products and services;
•Passionate for sustainability;
•Good communication, negotiation and influencing skills;
•Good social skills with a high level of accessibility;

YOUR RESPONSIBILITIES

•Take ownership for the knowledge of the local market to create a marketing action plan to strengthen our position on the local market and build long-term growth and profitability
•Increase the number of consumers visiting/revisiting our store as well as convert more visitors into customers in order to increase sales and profitability and to expand our local home furnishing market share.
•Monitor our performance against agreed goals, adapting and taking action accordingly.
•Ensure all local marketing initiatives grow our business and support the sustaining of long-term profitability
•Ensure the customer focus and relevant business plans relate and come together in a local action plan that is operationally implemented and fulfilled.
•Ensure the building of business competence by supporting managers and team leaders in setting and working on relevant goals and agreed development plans.
•Responsible for identifying and removing hindrances in order to secure an easy buying experience, a positive shopping experience and easy payment and after-sales fulfilment.
•Support commercial initiatives and priorities before, during and after the shopping experiences
•Identify and develop talents in the unit and within the function to secure succession planning
•Actively promote our social and environmental commitment and work with our local consumers’ to understand how, together, we can contribute to sustainability.

ABOUT THIS WORK AREA

We as a team work together to build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment.