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At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people!
Job Responsibility:
Contribute to the creation and implementation of Customer Relations action plan, aligned with global directions
Promote a customer-focused culture across the unit to ensure an overall payment and omnichannel experience
Support co-workers’ development by contributing to competence building and agreed growth plans
Implement global tools and solutions for efficient check-out processes and a safe, secure working environment
Analyze customer and financial KPIs, identifying root causes of dissatisfaction and cost drivers to drive improvement
Ensure a customer-friendly, efficient, and cost-effective execution of payment processes
Lead and inspire the team with clear direction to secure motivation, development, and succession planning
Maintain effective collaboration with internal and external partners, including cash-in-transit service providers
Drive operational excellence in daily routines to continuously improve the buying journey
Proactively provide customer insights to support business and functional improvements
Requirements:
The IKEA values truly reflect your personal values
Passionate about leading the business through people
Ability to work independently and reliably according to agreed working methods
Strong communication, negotiation, and influencing skills
Ability to find solutions for both customer and operational issues
Solid understanding of the payment and omnichannel experience
Ability to manage costs and budgets effectively
Proven leadership skills in a people-centric organization
Skilled in talent management, including recruitment and development