Country Customer Manager
2 semanas atrás
WHO YOU ARE
Strong experience in E-commerce Strategy, Sales, Marketing, Business Management
Preferred in Omnichannel communication, go to market strategy, customer engagement, commercial analytics
Strong experience working in Customer (previously known as Customer Experience)
Previous experience in leading leaders
Experience from retail, preferably home furnishing sector
Experience of strategic business planning
Experience of multi-channel customer experience
Experience from managing change in a complex business environment
A DAY IN YOUR LIFE WITH US
Responsible for managing resources and for people planning within Customer. Develop business, Service, Operational input and decision making to secure Customer
Experience and Business Goals. Develop functional budget, ensure approval, forecasting, follow up and coordination with Commercial Manager to secure country goals and functional goals are covered
Act as a member of the Commercial Management Team and proactively contribute to IKEA business plan, commercial plan and commercial calendar process
Lead the facilitation of a seamless shopping experience across channels to enable for extraordinary growth
Secure that the customer is at the centre of all strategies, decisions making, solutions, meeting the customer experience steps
Provide the front line business operations with expertise, so that the customer is taken care of with quality and speed, across all journeys where needed
Follow up and identify continuous improvements to the customer experience journey, in order to deliver an excellent customer satisfaction, and maximize conversion in all touchpoints
Provide input to key stakeholders to feed business plan and market input
Lead, coach and develop a competent and high performing Customer team that will strongly contribute to reach the common objectives and goals (e.g. growth, profitability, brand positioning, and customer experience). Lead the transformation of the Customer function in the country
Act as matrix to the stores, and support the store colleagues through coaching and sharing best practices in order to development operations and secure an excellent customer experience
Actively foster the interdependent leadership and active cooperation across all functions and units, within and outside Commercial, to secure integration, common focus and maximize impact (for example Expansion, Digital, CFF (Customer Fulfilment), Communications, Sustainability, BNOF (Business Navigation Operations & Finance), People & Culture)
Measure performance of output in all areas to maximize efficiency and effectiveness and ensure performance excellence throughout the year
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
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