Customer Relations Manager

**Job ID**: 253889
**Date posted**: 21/08/2024
**What you'll be doing day to day**
PURPOSE OF THE JOB
To ensure a positive and joyful shopping experience for all IKEA visitors and customers by ensuring an overall customer easy buying process and a positive shopping experience, that the appropriate customer relations' processes and tools are implemented and the related strategies are translated into actions.
- Ensure the customer focus and relevant business plans relate and come together in a local action plan that is operationally implemented and fulfilled.
- Drive a customer-focused culture throughout the complete market and secure an overall inspiring shopping experience where it is always for customers easy to shop.
- Ensure the building of business competence by supporting managers and team leaders in setting and working on relevant goals and agreed development plans.
- Influence the unit management team with customer insights that will allow it to base business decisions on customer expectations.
- Responsible for identifying and removing hindrances in order to secure an easy buying experience, a positive shopping experience and easy payment and after-sales fulfilment.
- Support commercial initiatives and priorities before, during and after the shopping experience.
- Identify and develop the many talents in the unit and within the department to secure succession planning.
- Establish and maintain service agreements with internal stakeholders (including customer support) and external partners in order to protect operational standards and help safeguard the IKEA culture.
- Plan and determine which departmental resources and investments are required in order to achieve operational excellence in balance with customer expectations.
- Secure and monitor the department is working according to internal, global and national rules and policies, IKEA best practise and in accordance with local legislation.
**What you'll need to have**
- Solid understanding of the easy buying experience
- Ability to understand the key principles of the shopping experience and customers' expectations
- Omni-channel approach
- Proven leadership skills
- Proven record/experience of developing people and organizations
- Ability to influence management colleagues and to create a win-win situation when handling conflict situations
- Ability to align customer needs and expectations with business needs
- Ability to find solutions for customer and operational issues
- Good social skills with a high level of accessibility
- Ability to make thinks happen with flexibility, speed and simplicity
- Experienced in creating and implementing mid-term plans, setting budgets and following up goals
- Proven experience of being a valuable contributor to customer satisfaction and business unit results
- Self-reliant and motivated with a proven ability to work as part of a team as well as independently.
- Self-confident and assertive with the ability to influence through the use of customer insights
- Experienced in problem-solving and conflict-management.
- Good analytical skills, strong organizational skills and an ability to prioritize.
- Ability to communicate confidently and clearly in English.
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
WORKING WITH US HAS ITS REWARDS
Being part of the IKEA team has many benefits. You'll be part of an inclusive culture, driven by values and your growth will be guided by structured HR processes.
As part of the team you'll have access to:
Structured HR processes to support you in your growth (onboarding, training, coaching sessions, internal recruitment opportunities, etc)
Wellbeing Offering, including an Employee Assistance Program (EAP) that provides you with immediate and confidential support for any concerns related to your daily life.
Healthy and affordable food: you will have access to a corporate canteen and will be able to enjoy a complete meal for just over 1€
Employee discount: 15% on the purchase of IKEA products for personal use
IKEA Vouchers for the most important moments in your life (marriage, cohabitation, birth or adoption of a child).
Corporate discounts: you'll have access to portal dedicated to our co-workers to enjoy discounts for different activities such as travel, leisure, technology and more.
Bonuses: we believe that everyone's contribution is needed to achieve (and exceed) our goals. Every year all the co-workers can be rewarded for how we develop our business together.
WE CAR