Head of Customer Experience & Multichannel Growth

IKEA Gruppe; Ciudad de México; Presencial; Confidencial; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer focus

Leadership

Communication

Negotiation

Influencing

Descripción del empleo

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.