Head of Customer Experience, HK/MO

惠康; Hong Kong; On-site; HKD 900,000 - 1,500,000; Full time

Benefits offered by this job

Annual Fixed Bonus

5-Day Work Week

17 days Public Holiday

Paid Leave

Employee Medical Coverage

Non-Contributory Retirement Plan

Staff Purchase Discount

Birthday Coupon

Referral Bonus

Excellent Career Path

Job summary

惠康 is seeking a senior Customer Experience leader to drive a multi-channel strategy and loyalty initiatives across the country. You will lead, coach and develop a high-performing CX team, partnering with Marketing, Sales and Digital teams to deliver exceptional customer journeys and sustainable growth.

You will champion customer-centric decision making, align CX programs with the commercial plan, and oversee tools and CRM initiatives to maximize satisfaction and conversion across all touchpoints.

Qualifications

• Formal qualifications in Sales, Marketing, Business Management, or a related discipline.
• Minimum of 10 years' experience in Customer Experience management.
• At least 10 years' experience leading and developing leaders and teams across multiple Customer Experience disciplines.
• Experience in the retail industry, preferably within the home furnishing sector.
• Proven experience in strategic business planning and execution.
• Experience driving and managing multi-channel customer experience initiatives.
• Experience leading change and transformation in a complex business environment.
• Strong stakeholder management and collaboration skills, with the ability to influence across functions and levels of the organisation.

Responsibilities

• Responsible for people planning within Customer Experience. Develop business, Service, Operational input and decision making to secure Customer Experience and Business Goals. Develop functional budget, ensure approval, forecasting, follow up and coordination with Commercial Director to secure country goals and functional goals are covered.
• Act as a member of the Commercial Team and proactively contribute to IKEA business plan, commercial plan and commercial calendar process.
• Lead the facilitation of a seamless shopping experience across channels, including the managing and integrating YUU rewards programme, to drive customer loyalty and enable extraordinary growth.
• Secure that the customer is at the centre of all strategies, decisions making, solutions, meeting the customer experience steps.
• Provide the front line business operations with expertise, so that the customer is taken care of with quality and speed, across all journeys where needed.
• Follow up and identify continuous improvements to the customer experience journey and CRM engagement strategies, in order to deliver excellent customer satisfaction, and maximize conversion in all touch points.
• Secure prioritization among key stakeholders for tools/systems. Including CRM platforms, loyalty capabilities, and feedback mechanisms, to enable a better customer experience (and co-worker experience).
• Provide input to key stakeholders to feed business plan and market input.
• Lead, coach and develop a competent and high performing Customer Experience team that will strongly contribute to reach the common objectives and goals (e.g. growth, profitability, brand positioning, and customer experience). Lead the transformation of the Customer Relations function in the country.
• Act as matrix reporting to the store Customer Relation teams, supporting store co-workers through coaching andsharing best practices in order to development operations and secure an excellent customer experience.
• Actively foster the interdependent leadership and active cooperation across all functions and units, within and outside Commercial Team, to secure integration, common focus and maximize impact (for example Marketing, Sales, Digital & eCommerce, Customer Fulfilment, Communications & Interior Design, Business Innovation-IKEA for Business, Sustainability, Finance & Corporate Service, People & Culture).
• Measure performance of output in all areas to maximize efficiency and effectiveness and ensure performance excellence throughout the year.
• Take the lead in driving an open and sharing climate, being a role model of the IKEA values where our co- workers are informed, engaged and empowered.

Skills

Sales

Marketing

Business Management

Customer Experience management

Leadership development

Retail experience

Strategic planning

Multi-channel CX

Change management

Stakeholder management

Education

Formal qualifications in Sales/Marketing/Business Management

Job description

We’re a diverse group of down-to-earth, straightforward people with a passion for home furnishing. We come from all over the world, but we share an inspiring vision: "to create a better everyday life for the many people". How we realize this vision is based on our shared humanistic values. These values guide our work and build our inclusive, open and honest culture. It’s all based on a spirit of togetherness and enthusiasm. We work hard, but we have fun doing it. We’re always looking for people who share our positive attitude and values.

WHY WE WILL LOVE YOU

• You have formal qualifications in Sales, Marketing, Business Management, or a related discipline.
• You have a minimum of 10 years' experience in Customer Experience management.
• You have at least 10 years' experience leading and developing leaders and teams across multiple Customer Experience disciplines.
• You have experience working in the retail industry, preferably within the home furnishing sector.
• You have proven experience in strategic business planning and execution.
• You have experience driving and managing multi-channel customer experience initiatives.
• You have experience leading change and transformation in a complex business environment.
• You have strong stakeholder management and collaboration skills, with the ability to influence across functions and levels of the organisation.

WHAT YOU WILL BE DOING DAY TO DAY

• Responsible for people planning within Customer Experience. Develop business, Service, Operational input and decision making to secure Customer Experience and Business Goals. Develop functional budget, ensure approval, forecasting, follow up and coordination with Commercial Director to secure country goals and functional goals are covered.
• Act as a member of the Commercial Team and proactively contribute to IKEA business plan, commercial plan and commercial calendar process.
• Lead the facilitation of a seamless shopping experience across channels, including the managing and integrating YUU rewards programme, to drive customer loyalty and enable extraordinary growth.
• Secure that the customer is at the centre of all strategies, decisions making, solutions, meeting the customer experience steps.
• Provide the front line business operations with expertise, so that the customer is taken care of with quality and speed, across all journeys where needed.
• Follow up and identify continuous improvements to the customer experience journey and CRM engagement strategies, in order to deliver excellent customer satisfaction, and maximize conversion in all touch points.
• Secure prioritization among key stakeholders for tools/systems. Including CRM platforms, loyalty capabilities, and feedback mechanisms, to enable a better customer experience (and co-worker experience).
• Provide input to key stakeholders to feed business plan and market input.
• Lead, coach and develop a competent and high performing Customer Experience team that will strongly contribute to reach the common objectives and goals (e.g. growth, profitability, brand positioning, and customer experience). Lead the transformation of the Customer Relations function in the country.
• Act as matrix reporting to the store Customer Relation teams, supporting store co-workers through coaching andsharing best practices in order to development operations and secure an excellent customer experience.
• Actively foster the interdependent leadership and active cooperation across all functions and units, within and outside Commercial Team, to secure integration, common focus and maximize impact (for example Marketing, Sales, Digital & eCommerce, Customer Fulfilment, Communications & Interior Design, Business Innovation-IKEA for Business, Sustainability, Finance & Corporate Service, People & Culture).
• Measure performance of output in all areas to maximize efficiency and effectiveness and ensure performance excellence throughout the year.
• Take the lead in driving an open and sharing climate, being a role model of the IKEA values where our co- workers are informed, engaged and empowered.

TOGETHER AS A TEAM

We deliver sustainable, extraordinary growth by creating a new, unique, inspiring and convenient meeting with the customers. We deliver a multi-channel experience that adds value to the many people and inspires a home furnishing movement

STAFF BENEFITS

• Annual Fixed Bonus
• 5-Day Work Week
• 17 days Public Holiday
• Paid Leave (Paid Annual Leave, 14 weeks Maternity Leave, 5 days Paternity Leave, 1 week Marriage Leave)
• Employee Medical Coverage
• Non-Contributory Retirement Plan
• Staff Purchase Discount
• Birthday Coupon
• Referral Bonus
• Excellent Career Path

Personal data collected will be kept and handled confidentially by authorized personnel for recruitment purposes only. It might also be disclosed to our subsidiaries, associates and agencies authorized to process the information for appointment. The Company will retain the applications of candidates not selected for a maximum period of 24 months after the selection process is finalized. Our Personal Information Collection Statement (PICS) is available at our career site and can be provided upon request by contacting our Human Resources Department. Applicants not heard from us within six weeks may consider their applications filed for future reference.