As a person you are passionate about people, business, IKEA’s purpose and continuously driving better performance. You are energized by increasing customer value, driving business growth and contributing to overall success and results through people as well as motivated by leading and developing people. You should have a formal qualification in Marketing, Business Management or equivalent with a minimum 8 years of experience working within customer service and a minimum 5 years of experience in leading and managing leaders, including profit/loss responsibility. You should have experience of working with new technologies e.g. broadcasting, video sales, Augmented Reality. You should possess strong analytical and strategic skills and solid customer experience acumen. You should have the ability to direct efforts to set and achieve long term business objectives through matrix leadership. You should have the ability to manage large networks across a global omnichannel and multinational matrix organisation and strong interdependent leadership skills with the ability to build trustful relationships and an ability to communicate verbally, visually and in writing in an inspirational way with IKEA tone of voice. You should have good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people with expert knowledge of the aftersales area and its contribution to business growth and the drivers of customer satisfaction, with special focus on omnichannel environments. You should have thorough knowledge of the contact centre industry, and particularly the customer care function within globally steered organisations. You should have a general knowledge of the IKEA product range and an extensive knowledge of all aspects of the customer return and exchange process, problem solving and conflict handling techniques. You should have a broad understanding of the current market environment and expectations from customers today and tomorrow. You should be motivated by sharing and living the IKEA culture and values and be passionate about understanding the behaviours of the many people, the local Life at Home and current Home Furnishing trends, about ensuring every interaction is easy and purposeful for our customers. You should have a passion for leading others and energised by developing and challenging people to reach set individual goals. You should be inspired by creating an IKEA fit for the omnichannel retailing future and living the change process that comes with it
Your responsibilities
Your Responsibilities will include: • Accountable for setting the strategy and driving the development of the Remote Resolutions in order to ensure living up to customer requirements in an era of convenience, and create the best customer and co-worker experience • Contribute to setting and accountable for monitoring Remote Resolutions KPIs and goals at Group and Country levels in close cooperation with Remote Business Navigation Business Partner and Group Remote Analytics in order to anchore goals • Drive the definition of future needs for Resolutions customer experience and translate these into roadmaps, in order to grow customer satisfaction and secure business value over time • Accountable for validation of root causes, define improvement areas and drive escalation in order to minimise nonvalue adding contacts and enable best remote resolutions across countries in close cooperation with Group Remote Experience Design team • Actively follow trends, customer behaviour and expectations and translate into improvement initiatives in order to secure world class customer experience • Define best practices in Resolutions management by continually benchmarking against industry standards to validate and ensure state of the art customer experiences • Provide expertise, input and actively participate in Group RCMP Management Team, with a continuous focus on resolutions processes, in order to drive the best customer and co-worker experience across all areas of the RCMP • Contribute with input to the RCMP goal-setting process, in order to secure resolutions perspectives are taken into account • Lead, coach and develop a team of Resolutions leaders and specialists, promoting individual growth and mentorship at all levels and securing a high performing team of passionate experts • Share insights on pain-points in the resolutions process with Experience Design as well as Customer, Digital and Customer Fulfilment group functions, in order to secure an excellent end to end omnichannel customer journey • Ensure cross fertilizing of best practices and monitor roadmaps, customer approach, solutions and ways of working in order to maximise performance of the Remote Resolutions community across countries
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!
Your Responsibilities will include: • Accountable for setting the strategy and driving the development of the Remote Resolutions in order to ensure living up to customer requirements in an era of convenience, and create the best customer and co-worker experience • Contribute to setting and accountable for monitoring Remote Resolutions KPIs and goals at Group and Country levels in close cooperation with Remote Business Navigation Business Partner and Group Remote Analytics in order to anchore goals • Drive the definition of future needs for Resolutions customer experience and translate these into roadmaps, in order to grow customer satisfaction and secure business value over time • Accountable for validation of root causes, define improvement areas and drive escalation in order to minimise nonvalue adding contacts and enable best remote resolutions across countries in close cooperation with Group Remote Experience Design team • Actively follow trends, customer behaviour and expectations and translate into improvement initiatives in order to secure world class customer experience • Define best practices in Resolutions management by continually benchmarking against industry standards to validate and ensure state of the art customer experiences • Provide expertise, input and actively participate in Group RCMP Management Team, with a continuous focus on resolutions processes, in order to drive the best customer and co-worker experience across all areas of the RCMP • Contribute with input to the RCMP goal-setting process, in order to secure resolutions perspectives are taken into account • Lead, coach and develop a team of Resolutions leaders and specialists, promoting individual growth and mentorship at all levels and securing a high performing team of passionate experts • Share insights on pain-points in the resolutions process with Experience Design as well as Customer, Digital and Customer Fulfilment group functions, in order to secure an excellent end to end omnichannel customer journey • Ensure cross fertilizing of best practices and monitor roadmaps, customer approach, solutions and ways of working in order to maximise performance of the Remote Resolutions community across countries
