Unit Customer Experience Manager II

Ikea Ab; Calgary; On-site; CAD 108,000 - 149,000; Full time

Benefits offered by this job

Wellness days

Extended health, dental, and vision

RRSP with IKEA matching

Annual bonus eligibility

Flexible spending account

Life insurance

Merchandise and restaurant discounts

Parental leave

Bereavement leave

Employee assistance program

Job summary

IKEA Calgary is seeking a Unit Customer Experience Manager II to lead the Customer Experience Centre of Expertise (CoE) and drive strategic initiatives that improve customer interactions across channels. You will work with INGKA partners and country networks to identify insights, set priorities, and ensure accountability for improvements.

The role emphasizes a true Voice of the Customer program, outside-in analysis, and continuous enhancement of the payment experience to boost satisfaction and

Qualifications

• Minimum 9 years of related experience.
• Minimum 4 years of managerial experience.

Responsibilities

• Lead the Customer Experience Centre of Expertise (CoE) assignment and strategy and be accountable for its performance.
• Work closely with key partners within INGKA, other IKEA business stakeholders and countries to develop an excellent customer experience.
• Secure a customer experience performance improvement process. Work closely with key partners within INGKA, other IKEA business stakeholders and empowering country networks to identify insights and pain points and ensure stakeholders take responsibility for improving initiatives.
• Lead and secure a true Voice of the customer agenda.
• Secure an “outside in” approach throughout, using customer insights, competitor activity, following trends and future developments to identify opportunities to improve the payment experience across the business.

Skills

9 years related experience

4 years managerial experience

Job description

What you'll need to have

• Minimum 9 years of related experience
• Minimum 4 years of managerial experience

A day in your life with us

• Lead the Customer Experience Centre of Expertise (CoE) assignment and strategy and be accountable for its performance,
• Work closely with key partners within INGKA, other IKEA business stakeholders and countries to develop an excellent customer experience.
• Secure a customer experience performance improvement process. Work closely with key partners within INGKA, other IKEA business stakeholders and empowering country networks to identify insights and pain points and ensure stakeholders take responsibility for improving initiatives.
• Lead and secure a true Voice of the customer agenda.
• Secure an “outside in” approach throughout, using customer insights, competitor activity, following trends and future developments to identify opportunities to improve the payment experience across the business.

About this work area

The Customer Experience Manager plays a critical role in helping customers shop more easily, make informed purchasing decisions, and leave feeling excited to return. When this role is successful, customers are happier, shopping becomes easier, sales grow, loyalty increases, and after-sales issues decrease. This is a unique opportunity to make a measurable impact on both the customer experience and the overall success of the store.

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.

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 Experience Manager II

The starting rate/ salary for this position ranges from 108,487 CAD to 149,170 CAD and will be based on relevant work experience.