Customer Service Manager

15 ore fa

Catania, Sicilia, Italia Ikea A tempo pieno
Customer Service Job Description

  • Role Description: We are seeking a Customer Service Manager to lead our customer-facing teams and develop a customer-centric culture throughout the market.
  • Key Responsibilities:
    • Develop and implement local action plans that align customer focus and business plans.
    • Drive a customer-focused culture and secure an overall inspiring shopping experience.
    • Influence unit management team with customer insights to base business decisions on customer expectations.
    • Identify and remove hindrances to secure an easy buying experience, positive shopping experience, and easy payment and after-sales fulfillment.
    • Support commercial initiatives and priorities before, during, and after the shopping experience.
    • Identify and develop talents in the unit and department to secure succession planning.
    • Establish and maintain service agreements with internal stakeholders and external partners.
    • Plan and determine departmental resources and investments for operational excellence.
  • Requirements:
    • Solid understanding of customer services and customer care in an omni-channel environment.
    • Proven leadership skills.
    • Ability to understand key principles of shopping experience and customer expectations.
    • Proven record or experience of developing people and organizations.
    • Ability to quickly gain and apply knowledge of local market and business conditions.
    • Ability to influence management colleagues and create a win-win situation in conflict situations.
    • Ability to make things 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 and independently.
    • Self-confident and assertive with the ability to influence through customer insights.
    • Experienced in problem-solving and conflict-management.
    • Good analytical skills, strong organizational skills, and ability to prioritize.
    • Future national or international mobility.
    • Ability to communicate confidently and clearly in English.

Why Work With Us?

  • Structured HR processes to support your growth.
  • Wellbeing Offering, including an Employee Assistance Program.
  • Access to a corporate canteen and healthy and affordable food.
  • Employee discount on IKEA products.
  • IKEA Vouchers for important life moments.
  • Corporate discounts for travel, leisure, technology, and more.
  • Bonuses for contributing to business goals.

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