Customer Experience Specialist

**Job ID**: 257398

**Date posted**: 10/09/2024

PURPOSE OF THE JOB

To optimise the meeting place experience for the many people to drive visitation to the Meeting Places and IKEA and deliver sustainable business growth for our Partners and Meeting Places. Achieve operational results, drive efficiency improvements and enhance commercial performance, brand value and Sustainability performance of the Meeting Places. To provide support in driving the development of customer experience inside the Meeting Places, putting the customer in the heart of every action that the Meeting Place plans or takes. Enhance customer journey together with IKEA Retail. Provide enjoyable, memorable and personalized customer experiences before, during and after the visit, online and offline.

WHAT YOU'LL NEED TO HAVE
- A degree in Marketing, Communication or similar is nice to have
- Understanding of general and digital communication trends and ability to turn them into practice
- Previous 1+ year experience in customer experience & customer service/ marketing/ business administration
- Knowledge of how to manage digital/interactive solutions such as CMS, direct marketing tools and internal digital platforms
- Agile with the creation/execution and follow up on effective local digital communication based on global guidelines and campaigns (including accountability for compliance with relevant regulations, e.g. GDPR, local laws etc.)
- Preferable experience in social media management and social media listening/caring and knowledge of search engine functioning (including paid search, content strategy, SEO and SEM)
- Passion for customer service and customer relations
- “Out of the box” thinking, creativity and drive
- Attention to detail
- Strong communication, negotiation and interpersonal skills
- Fluent in English and local language

WHAT YOU'LL BE DOING DAY TO DAY
- Co-create the Customer Experience Program for the Meeting Place by providing solutions which enhance the Customer Journey for each customer group. Secure efficient communication with customers
- Execute on assigned tasks which contribute to strategic priorities within the Customer Experience supporting Customer Experience Manager as priorities evolve to deliver day-to-day Customer Experience activities, leveraging their specific customer experience expertise and knowledge of standards on local and different markets
- Propose and execute localization of the Meeting Place in all MP’s touch points (off-line and on-line), commercial offer, partners design concepts and formats, design story, services, amenities and temporary special experiences to ensure relevance and consistency from customer perspective
- Create and manage customised events and marketing activities together with our Partners, Communities and IKEA and follow them up
- Actively work on customer experience improvement by increasing IKEA presence in the Meeting Place and developing common commercial calendar together with IKEA
- Cooperate with Accelerator Hub and external partners in order to identify and implement innovation projects or initiatives in the Meeting Place. Support local innovation projects which uplift Meeting Place unique customer experiences, co-creation and operations optimization
- Monitor customers’ interaction with the MP. Collect and use Customer Voice in order to engage, explain and talk to our customers day to day. Use active listening and other communication techniques to uncover customer insights. Use all communication channels, including social networks as part of daily work. Involve customers into the quick prototyping of the new ideas and concepts
- Follow-up, accumulate and share practices and lessons learnt with other Meeting Places. Ensure the appropriate documentation of customer experience related materials

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)
- 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€
- IKEA Vouchers for the most important moments in your life (marriage, cohabitation, birth or adoption of a child)
- Employee discount: 15% on the purchase of IKEA products for personal use
- 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
- Hybrid Work

WE CARE FOR PEOPLE