Customer Experience Team Leader

IKEA; New York (NY); On-site; USD 39,000 - 52,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Retirement plans

Employee discounts

Parental leave

Tuition assistance

Dental and vision

Job summary

IKEA USA in New York seeks a hands-on leader to guide shop-floor teams across Cash Lanes, Click and Collect, Home Delivery, Handout and Car Loading, delivering a consistent and joyful customer experience. You will coach co-workers, empower decision-making, and monitor performance to drive improvements.

The role requires proven team leadership in retail, strong customer service standards, and the ability to analyze KPIs and resolve issues.

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.

Responsibilities

• Leads and coaches co-workers in cash lanes and services to ensure a consistent customer experience.
• Empowers service co-workers to make decisions that improve customer outcomes.
• Monitors performance against goals and analyzes KPI data and root causes.
• Monitors wait times and processes, and identifies actions to improve customer experience.
• Implements routines, development plans and onboarding for co-workers.
• Hires, onboards and trains Customer Care and Carts co-workers and plans resources.
• Ensures system knowledge and access across ISELL, Centiro, MHS, IPOS and queuing systems.
• Builds emotional connections with customers and coaches others on how to do the same.
• Partners with Risk & Compliance to ensure adherence to policies on cash handling, inventory, safety and audits.

Skills

Team leadership

Retail experience

Performance metrics

People development

Customer service standards

Problem solving

Tools

ISELL

Centiro

MHS

IPOS

Queuing systems

Job description

\"You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you.\"

A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share. Join the team and start a better life for yourself."

You have a passion for delighting customers. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you.
A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share your uniqueness. Join our team and start a better life for yourself.

What you'll be doing day to day

• 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.


• Ensures co-workers' competence on system knowledge (ISELL, Centiro, MHS, IPOS, and queuing systems), keeps the work areas efficiently equipped and effectively covered at all times during open hours, and secures correct level of systems access related to Services.


• Identifies successor and creates as well as secures necessary training.


• Builds emotional connections through meaningful and empathetic interactions with customers; setting the example and coaching others on how to do the same.


• Partners with Risk & Compliance to ensure adherence to policies regarding cash handling, inventory, safety and internal audit standards.

Together as a team

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!

JOB TYPE – Regular; Full time
BENEFITS ELIGIBLE - Yes
HOURS – 38-40 hours/week; Retail environment. Must have open availability Monday through Sunday.

The full hourly range for this role is $27.51 - $38.00

At IKEA, taking care of our co-workers and their dependents is a top priority. That's why we offer our eligible, regular co-workers (part-time and full-time) a full menu of benefits and perk options to help everyone maintain work and life balance, be well and plan for their future. Join our team and enjoy these benefits and so much more!

• Generous paid time off, holiday and sick time


• WiselyPay – get earned wages up to two days early


• Paid parental leave (up to 16 weeks)


• KinderCare tuition discount


• Retirement and bonus plans


• Co-worker discount, meal deal, and referral bonus


• Pet insurance program


• Education assistance and learning programs


• Safety shoe reimbursement


• 24/7 telehealth visits


• Dental and vision plans


• Medical and Rxplans (must work min. 20 hrs/wk)


• A fun and inclusive work environment

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.

The starting rate/ salary for this position ranges from 27.51 USD to 38 USD and will be based on relevant work experience.