Customer Experience Manager

4 settimane fa


Catania, Sicilia, Italia Ikea A tempo pieno
Job Description

As a Customer Experience Manager at IKEA, you will be responsible for ensuring that our customers have an exceptional shopping experience. This includes driving a customer-focused culture throughout the market, securing an inspiring shopping experience, and removing hindrances to make it easy for customers to shop.

Key Responsibilities
  • 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.
  • Support 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.
  • Identify and remove 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 We Offer
  • 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
Why Join Us

We welcome candidates from all walks of life to join us, where we feel valued for our uniqueness and recognized for our diverse talents. We care for people and believe that it takes the diversity of thought, background, and culture to make a great idea a reality.


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