Customer Experience Lead — Empower Teams & Delight Customers

Ikea Ab; Hicksville (NY); Sur place; USD 38 000 - 52 000; Plein temps

Avantages offerts par ce poste

Paid time off

WiselyPay

Parental leave

KinderCare discount

Co-worker discount

Pet insurance

Résumé du poste

IKEA in Hicksville is seeking a passionate leader to coach shop-floor associates across Cash Lanes, Click & Collect, Home Delivery, Handout and Car Loading. You will empower teams to deliver a remarkable customer experience and drive performance through targeted actions and resource planning.

The role requires strong retail know-how, a focus on service standards, and the ability to analyze KPIs and resolve conflicts to continuously improve operations and guest satisfaction.

Qualifications

• 3 years of experience leading a team, preferably in a retail environment.
• Experience in retail, preferably in the home furnishing sector.
• Experience planning, driving output and measuring performance (business).
• Experience leading and developing a team, preferably in a retail environment.
• Knowledge and understanding of Customer Service standards, routines and best practices.
• Experience with problem solving and conflict handling techniques.

Responsabilités

• Leads and provides coaching to the co-workers on the shop floor to secure a consistent customer experience and operation in the Cash Lanes, Click and Collect, Home Delivery, Handout and Car Loading Area.
• Ensures customer service co-workers have the knowledge, confidence and empowerment to make decisions that have a great customer experience outcome.
• Monitors performance against agreed goals, adapting and taking action when required and analyzing customer concerns, KPI's and root cause analysis to make future improvements.
• Monitors Cash Lanes, FSHO and CnC wait times, processes, and guidelines, and develops actions to improve customer experience.
• Implements working routines, competence development and follow-up of Commercial Review and Compliance (ASR) related to the role and functions.
• Hires, onboards and trains Customer Care and Carts co-workers. Directs the overall selection, onboarding, development of co-workers. Creates individual development plans, manages resource planning, co-worker relations issues and performance, and delegates responsibilities.

Connaissances

Team leadership

Retail experience

Customer service

Conflict resolution

Outils

ISELL

Centiro

MHS

IPOS

Queuing systems

Description du poste

IKEA in Hicksville is seeking a passionate leader to coach shop-floor associates across Cash Lanes, Click & Collect, Home Delivery, Handout and Car Loading. You will empower teams to deliver a remarkable customer experience and drive performance through targeted actions and resource planning.

The role requires strong retail know-how, a focus on service standards, and the ability to analyze KPIs and resolve conflicts to continuously improve operations and guest satisfaction.