IKEA Hiring for Country Customer Manager at Bangalore Full Time

As a person you are passionate about people, business, IKEA’s purpose and continuously driving better performance. You are energized by increasing customer value, driving business growth and contributing to overall success and results through people as well as motivated by leading and developing people.

For this role we believe Formal qualifications in Sales, Marketing, Business Management or specific IKEA relevant training Minimum 10 years of working in Customer (previously known as Customer Experience – CX) Minimum 10 years of experience in leading and managing leaders and teams within different disciplines within Customer Experience from retail, preferably home furnishing sector Experience of strategic business planning Experience of multi-channel customer experience Experience from managing change in a complex business environment.

• Broad knowledge of IKEA concept, brand objectives, IKEA Culture & Values and vision
• Deep knowledge of direction setting, creation of strategic and operational goals and plans as well as follow up on KPIs

•Ability to follow up and measure performance of output and capture learnings to improve planning and performance moving forward • Broad knowledge of IKEA tools, methods, and processes (e.g. Customer journeys, operational routines as cash line, returns, customer care, all customer services)

• Sound insight of Ingka Group strategies, priorities and business planning process
• Broad knowledge about the current market environment, expectations from customers today and tomorrow to secure the commercial and service offers meet customer demands and needs (in all channels)
• expansive knowledge of how to target customers and manage real-time contextual interactions on individual basis using behavioural and predicted patterns throughout their experience with IKEA in all channels
• Complete awareness of how consumer acts, feels and behaves in a retail environment to apply the insights in the shopping experience design in all touch points (in all channels)
• Broad knowledge of how to optimise the customer experience with digital channels and content to increase the likelihood that customer visits convert to sales
• Good knowledge of change management methods and tools as well as stakeholder management
• Great understanding of co-worker satisfaction assessments and potential actions to ensure the desired co-worker satisfaction and retention
• Energized by driving business growth and contributing, through co-creation and cooperation to overall success and results.
• Ability to design improvements across customer journeys, through operations, behaviours, services, to allow an excellent customer experience and maximize conversion.
• Ability to prioritize, delegate and make efficient decisions with speed and simplicity
• Ability to coach and influence a team of coworkers and colleagues while communicating in an inspirational way with the IKEA tone of voice.

Your responsibilities

To ensure the creation of an unforgettable and rewarding experience (including services) across all channels and all customer journeys, so that customers will want to come again and again. To secure that the customer is at the center of all key decision making processes and that an excellent customer satisfaction is delivered and value for the customers is created.

• Responsible for managing resources (people and money): Responsible for people planning within Customer. Develop business, Service, Operational input and decision making to secure Customer Experience and Business Goals. Develop functional budget, ensure approval, forecasting, follow up and coordination with Commercial Manager to secure country goals and functional goals are covered
• Act as a member of the Commercial Management Team and proactively contribute to IKEA business plan, commercial plan and commercial calendar process
• Lead the facilitation of a seamless shopping experience across channels to enable for extraordinary growth
• Secure that the customer is at the centre of all strategies, decisions making, solutions, meeting the customer experience steps
• Provide the front line business operations with expertise, so that the customer is taken care of with quality and speed, across all journeys where needed
• Follow up and identify continuous improvements to the customer experience journey, in order to deliver an excellent customer satisfaction, and maximize conversion in all touchpoints
• Secure prioritization among key stakeholders for tools/systems to enable a better customer experience (and co-worker experience)
• Provide input to key stakeholders to feed business plan and market input
• Lead, coach and develop a competent and high performing Customer team that will strongly contribute to reach the common objectives and goals (e.g. growth, profitability, brand positioning, and customer experience). Lead the transformation of the Customer function in the country
• Act as matrix to the stores, and support the store colleagues through coaching and sharing best practices in order to development operations and secure an excellent customer experience
• Actively foster the interdependent leadership and active cooperation across all functions and units, within and outside Commercial, to secure integration, common focus and maximize impact (for example Expansion, Digital, CFF (Customer Fulfilment), Communications, Sustainability, BNOF (Business Navigation Operations & Finance), People & Culture)

•Measure performance of output in all areas to maximize efficiency and effectiveness and ensure performance excellence throughout the year • Take the lead in driving an open and sharing climate, being a role model of the IKEA values where our co-workers are informed, engaged and empowered .

Together as a team

We deliver sustainable, extraordinary growth by creating a new, unique, inspiring and convenient meeting with the customers. We deliver a multi-channel experience that adds value to the many people and inspires a home furnishing movement