Customer Experience Operations Team Leader

2 settimane fa

Pisa, Toscana, Italia IKEA A tempo pieno
What you'll need to have

  • Solid understanding of all aspects of the hometohome customer experience.
  • Good knowledge of the retail omnichannel reality and of how consumer acts, feels and behaves.
  • Broad knowledge of data analytics, operational plans (cost and budget management included) and goals.
  • Broad knowledge of IKEA concept, culture and values.
  • Broad knowledge of IKEA tools, processes, and cycles.
  • Strong and proven leadership in manage team and all stakeholders.
  • 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 in communicating in an inspirational way with the IKEA tone of voice.
  • Ability to identify opportunities for improving customer experience.
  • Ability to follow up and measure performance of output and capture learnings to improve planning and performance moving forward.
  • Ability to understand the key principles of the shopping experience and customers' expectations.
  • 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.
  • Secure all processes to support customers to access the store (opening hours, car park layout, parking flow, traffic an customer guidance in the parking, sustainable access, recycling bins, EV charging, special parking, etc).
  • Secure all processes to make customers feel welcome (Welcome Hub and active Greeter).
  • Simplify the customer journey by implementing and updating Customer Guidance, Ways to Shop, solutions and tools that support selfservice and selfchoice during the complete shopping experience.
  • Promote family friendliness and contribute to a unique and enjoyable day out for the entire family, creating more reasons to come (Smaland, Fun day out, play facilities ).
  • Secure all process to ensure mechanical sales and to keep the store in shape as new and ready for customers: guarantee a stong retail foundation to better meet all the customer needs and improve the Customer Experience.
  • Be responsible to reducing waiting times throughout the store.
  • Proactively work with People Planning department to have the right number of competent coworkers in the right place at the right time securing that they are fully able and available to guarantee the best customer experience to our visitors.
  • Ensure your team has the right growth mindset and customer focused attitude, the correct knowledge about the product range and the IKEA services.
  • Recruit, onboard & develop your team to have engaged coworkers and ensure a succession planning.
  • 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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