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Ikea member of staff helping customers use touch screen
会见与理解顾客

Customer Experience Leader - IKEA Korea Service Office (Maternity Leave Replacement, 1 year Temporary)

申请
  • Gwangmyeong, Gyeonggido, South Korea
  • 顾客关系
  • 全职

职位描述

  • 职位 ID: 298854

  • 发布日期: 09/07/2025

    • Who you are

    '- Act as a member of the Customer team, responsible for creating an unforgettable and rewarding experience across all channels, inspiring customers to return and become regular—or even lifelong—customers.
    - You have more than 5 years of leadership experience lead both people and business
    - Preferably have experience in Customer, Commercial function experience

    Your responsibilities

    '- Lead the implementation of the Customer Experience Map (CEM) within the organization, measuring customer satisfaction at each phase of the journey to identify opportunities for improvement across all customer touchpoints—from pre- to post-interaction.
    - Actively collaborate with key stakeholders across Commercial and other functions to ensure integration, shared focus, and maximum impact (e.g., Digital, Customer Fulfilment (CFF), Communications, Sustainability, Business Navigation Operations & Finance (BNOF), and People & Culture).
    - Contribute to the annual BPL (Business Plan Lifecycle) process and ensure the implementation of BPL initiatives by leading the development of a seamless omnichannel shopping experience.
    - Identify root causes of resolution cases and define areas for improvement in the resolution process across all channels, incorporating local consumer legislation to optimize the customer experience.
    - Manage escalations by eliminating root causes and securing First Time Right resolutions through the development of tools, solutions, and ways of working that support a simple and smooth end-to-end customer journey.
    - Ensure effective use of customer service tools, identify gaps, and propose improvements (e.g., Pulse CX, SAMS, iSay, iPOS, Vantar, and Upptäcka).

    Our team within IKEA

    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!



    For internal candidate, please discuss with your line manager prior to apply for the position. If you have anything, don't hesitate to connect with Rosie.han@ingka.ikea.com




申请

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