You are passionate about growing business and people together using the experience and skills of our people in the best way. You are ready a for bigger scope of responsibility and are driven to exceed goals. You are you curious to challenge existing ways of working and able to develop new knowledge, skills & behaviors. You enjoy working in a fast-paced and future-oriented environment.
What’s more, we believe that you have the following knowledge, capabilities and motivation:
•Live and share the IKEA values every day
•3 - 5 years in Customer Service Management, IKEA experience is highly preferred
•Strategic Planning and Analytical Skills, Effective Communication, Excel competence
About the role
You are responsible to drive sales growth and sustained long-term profitability by establishing and retaining a life-long relationship with existing and new customers. This is achieved by working in partnership with our customers and other functions. You secure an easy buying process from home to home and understand and match customers’ needs and expectations now and, in the future, to motivate our customers to shop with us more frequently because they trust us to make their shopping experiences successful and their visits worthwhile; as every customer counts.
Key Specific Accountabilities
•Lead and manage the team and work with colleagues in other functions to optimise the relationship with our customers in order to drive sales growth and sustained, long-term profitability.
•Drive and be the owner of the Commercial review in the store, co-operating and influencing the commercial team, the CR team and other support functions to ensure that they understand the customer’s perspective when implementing new solution and evaluating exiting ones.
•Know the local market and working with the commercial team to support commercial activities, this will convert more visitors to customers, and generate repeat store visits, balancing our business needs with our customers’ needs.
•Have in place service agreements with external providers, ensuring these are clearly communicated and priced in store, which support sales. Ensure they deliver a standard of service that contributes to making the IKEA store first choice for home furnishings.
•Work with the check-out and exchange and returns manager and store team to ensure the check-outs are appropriately staffed at all times of the day in order to make it easy and convenient for us to close sales.
•Analyse customer feedback to identify root causes, taking action to improve short and long-term customer satisfaction.
•Encourage the team to take fast action on ideas to improve our customers’ shopping experience, acting on customer feedback, competition and performance analysis.
•Educate the team in the IKEA Concept, and ensuring that they read and use the appropriate manuals from Inter IKEA Systems B.V. and other global solutions to help them maximise our customers’ shopping experience.
•Ensure the managers in the CRM department agree clear expectations and standards with their teams regarding routines and that they regularly follow up on these.
•Ensure quality standards are met in store by focusing on the detail in order that the store is clean and tidy at all times of the trading day.
•Take the service office input and co-ordinate it with the store potential in order to agree customer relation goals, which supports the achievement of the agreed store goals.
•By constantly monitoring our performance against agreed goals, adapting and taking action when required.
•Ensure all customer relations initiatives grow our business and support the sustaining of long-term profitability, always considering the impact on customer satisfaction.
•By delivering on agreed goals and Key Performance Indicators (KPIs) by: Analyse KPIs and working with the team to create meaningful actions to achieve agreed goals.
Control costs through working in a lean, simple, cost-conscious way using good examples and solutions, and encouraging the team and colleagues to discover more effective ways of working in order to drive productivity.
Contribute with your expertise to achieve the store sales target
Accountable for maintaining the store budget for the Com & In department
•Lead and manage the team and work with Store and Service Office colleagues to understand our local competitor service offers, our customers’ shopping behaviours and their living situations, and use these insights to improve our customers’ shopping experience. Coordinate one visit per year to customer houses.
•Work with the team to secure easy buying process, instant gratification and stock availability which will make it easy and convenient for our customers to shop at all times throughout the day and encourage repeat visits to the store.
•Ensure all the IKEA shopping tools are in place, in the right quantity and functioning effectively.