Frontline Manager Job at IKEA (Stoughton)

Job Description

A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share your uniqueness. Join our team and start a better life for yourself.

Job Responsibility

Leads and inspires the team to optimize the IKEA shopping experience in order to ensure satisfied customers and increase sales
Enhances customer satisfaction by managing payment, home delivery, product handover, car loading, shopping tools, and the children's supervised play area (Smäland) efficiently
Hires, onboards, trains, leads, manages and develops customer experience leaders in the store
Ensures excellent customer service operations in the retail store, including greeters, Smäland, shopping tools, ways to shop, customer guidance, service communication, service desk, etc
Monitors that payments and transactions are being processed in the most efficient ways, calls out deviations and follows up on improvement
Responds to escalated customer issues with sense of urgency
Demonstrates emotional connections with customers, through meaningful and empathetic interactions
setting the example and coaching others on how to do the same
Introduces best practices and rolls out new country processes and systems on a timely basis to entire Customer Experience team
Contributes to the creation of the Customer Experience action plan, secures buy in, initiates implementation and follows up
Leads, attends and contributes to store meetings and forums as applicable
Contributes to an environment where the IKEA culture is a strong and living reality that embraces the diversity of co-workers and customers

Requirements

5 years of experience in customer service, problem solving and conflict handling techniques
5 years of experience using data and insights in customer interactions with IKEA across all channels and IKEA service providers into actions and solutions
5 years of experience managing, leading and developing people, preferably in customer centric service or retail environment

What we offer

Generous paid time off, holiday and sick time
WiselyPay – get earned wages up to two days early
Paid parental leave (up to 16 weeks)
KinderCare tuition discount
Retirement and bonus plans
Co-worker discount, meal deal, and referral bonus
Pet insurance program
Education assistance and learning programs
Safety shoe reimbursement
24/7 telehealth visits
Dental and vision plans
Medical and Rx plans (must work min. 20 hrs/wk)
A fun and inclusive work environment

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