Retail Customer Experience Leader & Coach

Ikea Ab; New York (NY); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Generous paid time off

WiselyPay – early wages

Paid parental leave

KinderCare tuition discount

Retirement and bonus plans

Co-worker discount

Pet insurance program

Education assistance

Safety shoe reimbursement

24/7 telehealth visits

Dental and vision plans

Medical and Rxplans

Inclusive work environment

Job summary

IKEA in New York is seeking a Customer Relations leader to coach and develop shop-floor teams, ensuring consistent customer service in Cash Lanes, Click & Collect, Home Delivery, and related areas. You will empower staff to make decisions that deliver exceptional customer experiences and monitor performance to drive continuous improvement.

You will hire, onboard, and train co-workers, build development plans, manage resources, and ensure systems access and safety standards.

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 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.

Skills

Team leadership

Retail experience

Customer service

Performance monitoring

People development

Job description

IKEA in New York is seeking a Customer Relations leader to coach and develop shop-floor teams, ensuring consistent customer service in Cash Lanes, Click & Collect, Home Delivery, and related areas. You will empower staff to make decisions that deliver exceptional customer experiences and monitor performance to drive continuous improvement.

You will hire, onboard, and train co-workers, build development plans, manage resources, and ensure systems access and safety standards.