Country Customer Journey Leader

5 giorni fa

Carugate, Italia IKEA A tempo pieno

What you'll need to have
- Ability to understand the complexity of IKEA business and the role of Commercial as an integrated part of the business
- Good leadership capabilities including ability to lead peers and stakeholders while communicating in an inspirational way with IKEA tone of voice
- Strong interpersonal skills with the ability to build trustful relationships
- Ability to take a holistic view of a global organisation and identify business opportunities accordingly
- Ability to follow up and measure performance of output and capture learnings to improve planning and performance moving forward
- Ability to collaborate and co create with several interlocutors
- Good ability to communicate confidently and clearly in English (both written and spoken)
- Broad knowledge about the local market environment, expectations from customers today and tomorrow to secure that commercial and service offers meet customer demands and needs
- Broad knowledge of the customer life cycle and critical pain points connected to the customer experience

**Responsibilities**:
JOB PORPUSE AND ROLE

To represent the customer voice, needs and expectations. To lead the creation of simple seamless and rewarding end to end journey in different customer meeting points. To align and influence all stakeholders to work with a customer centric approach. To monitor the effectiveness and efficiency of customer journey and secure continuous improvement.

In particular you'll:

- Responsible to create an unforgettable and rewarding experience, including services across all channels, to inspire customers to return and become regular customers
- Measure customer satisfaction of the customer journey in order to identify opportunities for improvement of journeys both on
- and offline as well as pre-during-post journey
- Identify and improve journeys and linked internal processes
- Lead the development of excellence in all journey steps including all services
- Responsible for implementation planning of BPL initiatives related to customer journeys
- Act as a member of the Customer team and proactively contribute to improving the customer experience in order to deliver to the common objectives and goals
- Actively cooperate with all key stakeholders within commercial and beyond to secure integration, common focus and to maximize impact (for example Digital, CFF (Customer Fulfilment), Communications, Sustainability, BNOF (Business Navigation Operations & Finance), People & Culture)
- Continuously monitor and review the customer journey in order to identify improvement areas
- 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

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

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