Unit Customer Care Manager II

IKEA; Vaughan; On-site; CAD 75,000 - 104,000; Full time

Benefits offered by this job

Wellness days

Extended health

Dental coverage

Vision coverage

RRSP with IKEA contribution matching

Annual bonus eligibility

Flexible spending account

Life insurance

Employee discounts

Parental leave

Bereavement leave

Employee assistance program

Job summary

IKEA Canada in Vaughan is seeking a Unit Customer Care Manager II to lead the Customer Care assignment, drive strategy, and manage performance in a dynamic multichannel retail environment.

You will coach a high-performing team, ensure customer-focused culture, analyze insights, and implement initiatives to continuously improve the customer care experience. This role emphasizes leadership, collaboration, and delivering excellent service to the many.

Qualifications

• Minimum 7 years of related experience.
• Minimum 2 years of managerial experience.

Responsibilities

• Lead the Customer Care assignment, strategy implementation and manage its performance.
• Lead the customer care team and collaborate with key stakeholders to ensure customer-focused culture to create a rewarding customer experience.
• Set, analyse and ensure performance standards are met and corrective actions are implemented and sustained to ensure an excellent customer care experience.
• Lead, coach and develop a competent, high performing Customer Care team, including best practice, processes, and methods.
• Secure that customer insights and competitor analysis are used to identify initiatives and continuously to improve the customer care experience.

Skills

Managerial experience

Customer care leadership

Related experience

Job description

"You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you.

A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share. Join the team and start a better life for yourself."

• Minimum 7 years of related experience
• Minimum 2 years of managerial experience

A day in your life with us

• Lead the Customer Care assignment, strategy implementation and manage its performance.
• Lead the customer care team and collaborate with key stakeholders to ensure customer-focused culture to create a rewarding customer experience.
• Set, analyse and ensure performance standards are met and corrective actions are implemented and sustained to ensure an excellent customer care experience.
• Lead, coach and develop a competent, high performing Customer Care team, including best practice, processes, and methods.
• Secure that customer insights and competitor analysis, are used to identify initiatives and continuously to improve the customer care experience.

About this work area

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!

Why you will love us

Here at IKEA, we want to ensure that we are creating a better everyday life for the many people, including our co-workers. We also believe that a job should be so much more than a job. That’s why we focus on having an inclusive work environment where we celebrate your uniqueness, live our values, and ensure that we walk the talk when it comes to co-worker development. In addition, we offer a comprehensive Total Rewards package to all co-workers including:

• Wellness days (in addition to your vacation days!)
• Extended health, dental, and vision coverage (for you and your family)
• RRSP with IKEA contribution matching options
• Eligibility for our annual IKEA bonus incentive plan
• Flexible spending account
• Life insurance
• Merchandise and restaurant discounts (plus free drinks and different healthy meal options in the co-worker restaurant, where available)
• Parental leave
• Bereavement leave
• Employee assistance program (that helps you support your mental, physical, and financial wellbeing)

In the IKEA world, this position is officially referred to as Unit Customer Care Manager II

The starting rate/ salary for this position ranges from 75303 CAD to 103541.5 CAD and will be based on relevant work experience.