About the job
Reporting to the Customer Relations Manager, you will be expected to manage and lead the team to provide a positive and joyful shopping experience that creates trust in the IKEA Brand for all IKEA visitors and customers.
Your assignment
- To create a positive and family-friendly shopping experience for our customers by managing shopping tools and amenities, customer care rooms and Smaland.
- To champion and foster customer-centricity and service excellence in all touchpoints.
- Plan, coordinate and follow up on customer engagement activities in the store.
- Manage the daily operations for your team of co-workers including performance management, training and development, succession planning and recruitment.
- Handle customers’ queries and complaints and deliver service improvement in a professional manner to enhance the customer experience.
- Be knowledgeable on customer experience mapping and analyse CX-related performance indicators for business improvement.
- Work with external service providers and service contracts to provide a positive and efficient shopping experience for all IKEA visitors and customers.
