WHO YOU ARE
You are passionate about customers and act to ensure a positive shopping experience. The IKEA values truly reflect personal values.
You are passionate about leading business through people and 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.
Sound understanding of business and a background gained from working in a customer-focused, fast-paced and multichannel retail environment.
Experienced in creating and implementing mid-term plans, setting budgets and following up goals. Proven experience of being a valuable contributor to customer satisfaction and business unit results.
Self-reliant and motivated with a proven ability to work as part of a team as well as independently. Self-confident and assertive with the ability to influence through the use of customer insights.
Experienced in problem-solving and conflict-management.
Proven record / experience of developing people and organisations. Strong organisational skills and an ability to prioritise.
Ability to communicate confidently and clearly in the local language(s) and English. Good analytical skills.
Ability to quickly gain and apply knowledge of the local market and business conditions.
A considered decision-maker with the ability to influence management colleagues.
Ability to create a win-win situation when handling conflict situations.
Ability to understand the key principles of the shopping experience and customers’ expectations.
Experience of working within customer relations in retail.
Interested in home furnishing.
WHAT YOU'LL BE DOING DAY TO DAY
Customer Relations Manager job is to ensure a positive and joyful shopping experience for all IKEA visitors and customers.
This includes in particular, ensuring an overall customer easy buying process and a positive shopping experience, ensuring that the appropriate customer relations' processes and tools are implemented and ensuring the related strategies are translated into action.
In this role, you will be a part of Customer Relations team and you will :
Ensure the customer focus and relevant business plans relate and come together in a local action plan that is operationally implemented and fulfilled.
Drive a customer-focused culture throughout the complete market and secure an overall inspiring shopping experience where it is always for customers easy to shop.
Ensure the building of business competence by supporting managers and team leaders in setting and working on relevant goals and agreed development plans.
Influence the unit management team with customer insights that will allow it to base business decisions on customer expectations.
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 experience.
Identify and develop the many talents in the unit and within the department to secure succession planning.
Establish and maintain service agreements with internal stakeholders (including customer support) and external partners in order to protect operational standards and help safeguard the IKEA culture.
Plan and determine which departmental resources and investments are required in order to achieve operational excellence in balance with customer expectations.
Secure and monitor the department is working according to internal, global and national rules and policies, IKEA best practice and in accordance with local legislation.