CUSTOMER EXPERIENCE OPERATIONS TEAM LEADER

WHAT YOU'LL BE DOING DAY TO DAY

• Take responsibility for your department goals in every channel and secure that your action plan ensures the country priorities are implemented in your store. Follow up and act accordingly by using proven solutions, knowledge of customer operations, customers feedbacks and good examples.
• Secure all processes to support customers to access the store (opening hours, car park layout, parking flow, traffic an customer guidance in the parking, sustainability access, recycling bins, EV charging, special parking, etc.).
• Secure all process to feel customer welcome (welcome hub and active Greeter).
• Simplify the customer journey by implementing and updating customer guidance, ways to shop, solutions and tools that support self-service and self-choice during the complete shopping experience.
• Promote family friendliness and contribute to a unique and enjoyable day out for the entire family, creating more reasons to visit (Smaland, Fun day out, play facilities…).
• Secure all process to ensure mechanical sales and to keep the store in shape as new and ready for customers: guarantee a strong retail foundation to better meet all the customer needs and improve the Customer Experience.
• Lead the process for reducing waiting times throughout the store.
• Proactively work with People Planning department to have the right number of competent co‑workers in the right place at the right time ensuring that they are fully able and available to guarantee the best customer experience to our visitors.
• Ensure your team has the right growth mindset and customer‑focused culture and attitude, the correct knowledge about the product range in your department, and the IKEA services so that they can share this with IKEA customers to exceed their overall expectations on shopping experience.
• Recruit, onboard & develop your team, its individual members, and their talent to have engaged co‑workers and ensure a succession planning.
• Be an active player in driving an open and sharing climate, be a role model of the IKEA values and contribute to the transformation of IKEA.

WHAT YOU'LL NEED TO HAVE

• Solid understanding of all aspects of the home‑to‑home shopping experience.
• Good knowledge of the IKEA omnichannel reality and of how consumer acts, feels and behaves in a retail environment to apply the insights in the shopping experience design.
• Good knowledge of operational plans.
• Broad knowledge of data analytics and customers KPI’s.
• Broad knowledge of IKEA Brand objectives, values, and vision.
• High leadership capabilities including ability to lead the business through the team and with the store Commercial Team.
• Ability to make things happen, priorities and make decisions by championing flexibility, speed and simplicity.
• A considered decision‑maker thanks to strong interpersonal skills with the ability to build trustful relationships.
• Ability in communicating in an inspirational way with the IKEA tone of voice.
• Ability to organize and prioritize different tasks and processes.
• Ability to identify opportunities for improving customer experience.
• Ability to follow up and measure performance of output and capture learnings to improve the daily work.
• Ability to understand the key principles of the shopping experience and customers’ expectations.
• Good knowledge of Italian and English.

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. We’re a bunch of people who are truly passionate about people!

WE CARE ABOUT PEOPLE

At IKEA we cultivate an inclusive work environment where everyone feels welcomed, accepted, respected, acknowledged for its uniqueness and where we work together in a supportive climate regardless age, gender, religion, sexual orientation, pregnancy and ability.