Service Experience Manager, IKEA

IKEA

Location:
India, New Delhi

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

Save Job

Apply Position

Job Description:

To lead and optimise the IKEA service business and secure satisfied customers and increased sales and profitability of the home furnishing offer. To lead strategies and actions of the IKEA business in a multichannel retail environment through the functions involved in the IKEA service business. To lead and inspire your team to optimise the shopping experience to secure satisfied customers and increased sales and profitability in your store. To achieve this using your knowledge of the IKEA product range, the local market, competition and customers.

Job Responsibility:

Ensure a market relevant service offer at a market relevant price in the different sales channels
Secure a consistent, seamless positive customer experience through all channels by ensuring that your department is always striving to fulfil the three IKEA customer motivators: Is it worth it?, Can I trust IKEA, Is there something for me?
Support the commercial team in maximising the opportunities of IKEA’s service business
Lead and secure the implementation of country service business priorities while sharing and implementing good solutions
Know your local market potential and work functions to ensure your store is locally relevant throughout the different sales channels
Secure successful implementation of country priorities and share & implement good solutions
Secure the operational excellence of the service business together with all relevant stakeholders
Follow up your financial goals, KPIs and costs, and take action on deviations
Motivate and develop team members by agreeing clear goals, expectations and conducting follow-ups
Secure and follow up the qualitative performance of the service business, end to end, and continuously improve the ways of working
Secure a cross-organisational alignment in terms of the scope of the service business in the market
Actively support & ensure that the service business is in line with IKEA’s social & environmental commitment

Requirements:

To achieve an enjoyable, convenient and successful shopping and buying experience which will lead to increased sales and sustained long-term profitability
Experience of working in a customer-oriented (service or retail) industry
Proven record of consistently meeting agreed budgets and goals, and working on plans over a number of years
Business-minded and result-driven with a customer focus
Experience of leading and developing people
Understand profit and loss and how to affect its result through actions
Understanding of profit and loss
Understanding of the local market and competition and what this means for pricing
Understanding of life at home in your Primary market Area
Understanding of how to create business in the multichannel retail environment
Awareness of legal requirements and third-party contracts
Skilled in creating a high commercial performance
Analytical and numerical skills
Ability to set budgets, implement action plans and follow up goals
Enjoy working in a fast-paced and future-oriented environment
A passion and interest in people's everyday life at home and home furnishing
Ability to motivate and influence others within the service business
Ability to communicate clearly in various situations
Ability to make things happen by championing flexibility, speed and simplicity

What we offer:

Equal opportunity employer
Work environment free of discrimination and harassment
Encouragement of individualism

Additional Information:

Job Posted:
September 12, 2025

Employment Type:

Fulltime

Work Type:

On-site work

View All Jobs In This Company

Job Link Share:

Service Experience Manager