Head of Customer Experience - Omnichannel

Ikano Retail; Ciudad de México; On-site; MXN 240,000 - 420,000; Full time

Job summary

IKEA Mexico is seeking a customer-focused leader to ensure an exceptional shopping experience across all touchpoints, leading teams in an omnichannel environment. You will identify opportunities to increase satisfaction, loyalty, and ease of shopping while guiding staff to deliver outstanding service.

Join a fast-paced retail setting in Mexico City and drive continuous improvement through collaboration with sales, checkout, customer service, and operations teams.

Qualifications

• Solid experience in retail, customer service, hospitality, or service-related sectors.
• Proven leadership skills in a people-centric organisation.
• Strong communication, negotiation and influencing skills.

Responsibilities

• Lead customer-centric culture across all sales channels.
• Oversee the customer journey from initial engagement to after-sales service.
• Resolve issues and remove barriers to shopping.
• Analyze customer feedback and trends to drive continuous improvements with cross-functional teams.
• Ensure staff have tools, knowledge, and training for excellent service.
• Monitor customer satisfaction metrics and implement action plans.
• Support commercial initiatives and campaigns with strong customer focus.
• Develop and strengthen team talent and manage resources to balance business needs with customer expectations.

Skills

Retail experience

Customer service

People leadership

Job description

IKEA Mexico is seeking a customer-focused leader to ensure an exceptional shopping experience across all touchpoints, leading teams in an omnichannel environment. You will identify opportunities to increase satisfaction, loyalty, and ease of shopping while guiding staff to deliver outstanding service.

Join a fast-paced retail setting in Mexico City and drive continuous improvement through collaboration with sales, checkout, customer service, and operations teams.