Unit Customer Experience Manager, Customer Relations

IKEA; Dartmouth; On-site; CAD 77,000 - 104,000; Full time

Benefits offered by this job

Wellness days

Extended health coverage

RRSP with company match

Annual bonus plan

Flexible spending account

Life insurance

Employee discounts

Parental leave

Employee assistance program

Job summary

IKEA Dartmouth is seeking a Unit Customer Experience Manager I to lead the customer assignment and unit strategy, ensuring top performance and a customer-focused culture. You will coach a high-performing team and collaborate with stakeholders to deliver an exceptional experience across channels.

The role emphasizes leveraging customer insights to drive initiatives, continuous improvement, and a commitment to service excellence within a multichannel retail environment.

Qualifications

• Minimum 8 years of related experience.
• Minimum 3 years of managerial experience.

Responsibilities

• Lead the customer assignment and unit strategy and be accountable for its performance.
• Lead the customer team and collaborate with key stakeholders to secure a 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 experience.
• Lead, coach and develop a competent, high performing and learning unit customer team.
• Secure that customer insights and competitor analysis are used to identify initiatives and continuously improve the customer experience.

Skills

Customer experience

Leadership

Stakeholder collaboration

Performance management

Job description

Unit Customer Experience Manager, Customer Relations

\"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 8 years of related experience
• Minimum 3 years of managerial experience

A day in your life with us

• Lead the customer assignment and unit strategy and be accountable for its performance.
• Lead the customer team and collaborate with key stakeholders to secure a 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 experience.
• Lead, coach and develop a competent, high performing and learning unit customer team.
• Secure that customer insights and competitor analysis are used to identify initiatives and continuously improve the customer 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

• 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 Experience Manager I

The starting rate/ salary for this position is 90663 CAD