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.
•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)
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.
•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
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