Job description
What you'll need to have
What you'll be doing day to day
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!
- Broad knowledge of how consumer acts, feels and behaves throughout the customer life cycle and critical pain points.
- Broad knowledge about the local market environment, expectations from omnichannel customers with a prospective vision to secure that commercial and service offers meet customer needs.
- Knowledge of customer service (including: all aspects of the customer return, churn and exchange process), problem solving and conflict handling techniques.
- Broad knowledge of data analytics, operational plans (cost and budget management included) and goals.
- Broad knowledge of IKEA tools, processes, and cycles.
- Broad knowledge of IKEA concept, culture and values.
- Strong and proven leadership in manage team and all stakeholders.
- Ability to work independently and reliably, ability to make things happen, priorities and make decisions by championing flexibility, speed and simplicity.
- Ability to make things happen with a lean approach.
- Ability to follow up and measure performance of output and capture learnings to improve planning and performance moving forward.
- Good knowledge of Italian and English.
What you'll be doing day to day
- Take responsibility for your department goals in every channel and secure that your action plan ensures the country priorities are implemented and follow up. Use proven solutions, knowledge of customer service operations and good examples.
- Create and implement the local customer relations' action plan by identifying root causes of resolutions cases, using customer insights and needs and actively cooperate with all key stakeholders.
- Lead the deployment at local level of the country complete Services Offer (including planning, delivery, assembly, financing) steering towards a profitable and sustainable growth and contribute to further development of the offer, by sharing local needs with the central function.
- Secure proactive communication of the full services offer in all relevant media and communication channels, following country directions.
- Secure that global and local solutions (working methods and tools to support a simple and smooth customer journey) are implemented in a successful way and following policies and compliance.
- Ensure the efficient and cost-effective execution of the IKEA exchanges and returns policy and a customer friendly handling of complaints also through data driven approach.
- Act as key operational point of contact to Customer Support Center (CSC) and provide input to the service agreements and support co-workers in executing those.
- Proactively work with People Planning department to have the right number of competent co-workers in the right place at the right time.
- Ensure your team has the right growth mindset and customer focused culture and attitude, the correct knowledge about the services strategy and working routines for proper customer resolution.
- Recruit, onboard & develop your team to have engaged co-workers and ensure a succession planning.
- Be an active player in working on sustainability services within customer through ensuring sustainability priorities are reflected across service offering (e.g. circularity in range, recycle possibilities).
- Be an active player in driving an open and sharing climate, be a role model of the IKEA values and contribute to the transformation of IKEA.
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!
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