Customer Service and Care Team Leader

What you'll need to have
- Broad knowledge of how consumer acts, feels and behaves throughout the customer life cycle and critical pain points connected to and between customer care, with the aim of translating it into seamless solutions in all touch points
- Broad knowledge about the local market environment, expectations from omnichannel customers today and tomorrow to secure that commercial and service offers meet customer demands and needs.
- Extensive knowledge of the service business process, from creating the offer to sourcing and execution
- Extensive knowledge of customer service (including: all aspects of the customer return, churn and exchange process), problem solving and conflict handling techniques.
- Broad knowledge of data analytics, operational plans (including cost and budget management) and goals, as well as continuous follow up on store KPIs
- Broad knowledge of IKEA tools, processes and cycles
- Broad knowledge of IKEA concept, brand objectives, values and vision
- Strong leadership capabilities including ability to lead the business through the team and with the other store’s stakeholders, finding solutions for customer and operational issues.
- Ability to work independently and reliably on agreed working methods and able to implement solutions quickly.
- Ability to make things happen, priorities and make decisions by championing flexibility, speed and simplicity.
- Good attention to details by being persistent,structured and accurate.
- A considered decision-maker thanks to strong interpersonal skills with the ability to build trustful relationships, through good communication, negotiation and influencing skills.
- Ability to follow up and measure performance of output and capture learnings to improve planning and performance moving forward.
- Good knowledge of italian and english languages

**Responsibilities**:

- Take responsibility for your department goals in every channels and secure that your action plan ensures the country priorities are implemented in your store. Follow up and act accordingly by using proven solutions, knowledge of customer service operations and good examples.
- Create and implement the local customer relations' action plan by identifying root causes of resolutions cases, using customer insights and needs and actively cooperate with all key stakeholders within commercial and beyond to secure integration, capacity development, quality performance of all services.
- Lead the deployment at local level of the country complete Services Offer (including planning, delivery, assembly, financing) steering towards a profitable and sustainable growth. Contribute to further development of the offer, by sharing local needs with the central function.
- Secure proactive communication of the full services offer in all relevant media and communication channels, following country directions.
- Secure that global and local solutions (working methods and tools to support a simple and smooth customer journey) are implemented in a successful way and follow ASR and compliance.
- Ensure the efficient and cost-effective execution of the IKEA exchanges and returns policy and a customer friendly handling of complaints also through data driven approach
- Act as key operational point of contact to Customer Support Centers (CSC) and provide input to the service agreements and support co-workers in executing those.
- Proactively work with People Planning department to have the right number of competent co-workers 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 and offer a professional service
- Ensure your team has the right growth mindset and customer focused culture and attitude, the correct knowledge about the services strategy and working routines for proper customer resolution
- Recruit, onboard & develop your team, its individual members, and their talent to have engaged co-workers 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
- Be an active player in working on sustainability services within customer through ensuring sustainability priorities are reflected across service offering (e.g. circularity in range, recycle possibilities).

Together as a team

Optimize sales growth and customer experience through all kind of services at different customer meeting points and secure an excellent end to end experience.

Secure a seamless resolutions process in a omnichannel environment, creating a rewarding and qualitative customer experience.

Secure a proactive way of working identifying root causes and resolutions in close collaboration with other functions.