Customer Relations Manager

IKEA; Ciudad de México; Sur place; MXN 420 000 - 620 000; Plein temps

Résumé du poste

IKEA in Mexico City seeks a dynamic leader to guide customer experience across our multichannel retail environment. You will translate local plans into actions that deliver a seamless, joyful shopping journey for customers.

You will build capability by coaching managers, aligning goals with customer expectations, and driving a culture focused on first-time-right service while supporting commercial initiatives in a fast-paced market.

Qualifications

• A solid understanding of all aspects of the IKEA multichannel shopping experience at the various touchpoints to deliver a high level of service.
• Solid understanding of the easy buying experience.
• Knowledge of budget management.

Responsabilités

• Ensure the customer focus and relevant business plans relate and come together in a local action plan that is operationally implemented and fulfilled.
• Drive a customer-focused culture throughout the market and secure an inspiring shopping experience where it is always easy for customers to shop in a multichannel retail environment.
• Ensure the building of business competence by supporting managers and team leaders in setting and working on relevant goals and agreed development plans.
• Influence the unit management team with customer insights to base business decisions on customer expectations and a 'First Time Right' mindset.
• Responsible for identifying and removing hindrances to secure an easy buying experience, a positive shopping experience and easy payment and after-sales fulfilment.
• Support commercial initiatives and priorities before, during and after the shopping experience in line with Commercial Review requirements.
• Identify and develop the talents in the unit and department to secure succession planning.
• Plan and determine departmental resources and investments required to achieve operational excellence in balance with customer expectations.

Connaissances

Customer focus

Leadership

Communication

Negotiation

Influencing

Description du poste

Company description

The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Singapore, Malaysia and Thailand - and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.

Job description

To ensure a positive and joyful shopping experience for allIKEA visitors and customers. This includes in particular:

• Ensuring an overall customer easy buying process and a positive shopping experience.
• Ensuring that the appropriate customer relations' processes and tools are implemented.
• Ensuring the related strategies are translated into actions

Activities:

• Ensure the customer focus and relevant business plans relate and come together in a local action plan that is operationally implemented and fulfilled.
• Drive a customer-focused culture throughout the complete market and secure an overall inspiring shopping experience where it is always for customers easy to shop in a multichannel retail environment
• Ensure the building of business competence by supporting managers and team leaders in setting and working on relevant goals and agreed development plans.
• Influence the unit management team with customer insights that will allow it to base business decisions on customer expectations and a "First Time Right" mind set
• Responsible for identifying and removing hindrances in order to secure an easy buying experience, a positive shopping experience and easy payment and after-sales fulfilment.
• Support commercial initiatives and priorities before, during and after the shopping experience in line with Commercial Review requirements
• Identify and develop the many talents in the unit and within the department to secure succession planning.
• Plan and determine which departmental resources and investments are required in order to achieve operational excellence in balance with customer expectations.

Qualification

Your profile

Motivation:

• Be passionate about customers and act to ensure a positiveshopping experience.
• The IKEA values truly reflect personal values.
• Passionate about leading business through people.
• Enjoy working in a fast-paced and future-oriented retailenvironment.
• Passionate about home furnishing, people's life at homeand the IKEA range of products and services.

Knowledge:

• A solid understanding of all aspects of the IKEAmultichannel shopping experience at the various touchpoints in order to deliver a high level of service
• Solid understanding of the easy buying experience.
• Competition and their service offer
• Life at home
• Cost and budget management.
• Proven leadership skills in a people-centric organisation.
• Talent management, i.e. recruitment and development.
• Change management.
• IKEA Brand, IKEA culture and values.
• Retail market customer insights, including sources.
• Relevant customer relations processes, tools and working methods.
• Legal requirements and third-party contracts
• Passionate about growing and developing business, by supporting and acting to ensure the work impacts customers in a positive manner

Capabilities:

• Ability to align customer needs and expectations withbusiness needs.
• Good communication, negotiation and influencing skills
• Ability to find solutions for customer and operationalissues.
• Good social skills with a high level of accessibility.
• Ability to make things happen with flexibility, speedand simplicity.

More Information

This position is based in Mexico City (Oceanía) and offersa rare opportunity to be part of the establishment of IKEA in a whole new market. You will get a chance to push boundaries and influence the direction of IKEA in Mexico. All as part of a caring and open culture where we live our values, work hard, have fun and operate with a long-term perspective.

Because here opportunities arise and growth follows.