PURPOSE OF THE JOB To ensure the creation of an unforgettable and rewarding experience and customer journey (including services) across all touchpoints, so that customers will want to come again and again. To secure that the customer is at the center of all key decision-making processes and that an excellent customer satisfaction is delivered and value for the customers is created. Accountable for the sales and profitability of the Food function, the quality of food, food safety, legal compliance. To be an active partner in the Commercial and Business planning process
WHAT YOU'LL BE DOING DAY TO DAY • Ensure the customer focus and relevant business plans relate and come together in a local action plan that is operationally implemented to support commercial initiatives before during and after the shopping experience. • Secure and monitor the department is working according to internal, global and national rules and policies, IKEA best practise and in accordance with local legislation in the areas of Food, and Customers related services. • Drive a customer-focused culture throughout the complete market and secure an overall inspiring shopping experience where it is always for customers easy to shop. • Responsible both for maximising sales through commercial/operational excellence and securing the removing of hindrances in order to secure an easy buying experience, a seamless shopping experience and easy payment and after-sales fulfilment with a cost-effective approach. • Establish service agreements with internal stakeholders and external partners in order to protect operational standards and help safeguard the IKEA culture and the people and planet strategies and priorities. • Influence the unit management team with customer insights that will allow it to base business decisions on customer expectations. • Ensure the building of business competence by supporting managers and team leaders in setting and working on relevant goals and agreed development plans. • Plan and determine which departmental resources and investments are required in order to achieve operational excellence in balance with customer expectations. • Maintain a high level of home furnishing feeling throughout the store, keeping up basics both in sales and non-sales area. Identify, recruit, and develop the talent and potential in the stores.
What you'll need to have
• Background in Food or Customer Relations area • A previous experience in a managerial role is considered a strong plus • Strong leadership skills in a people centric organization • Cost & Budget management, implement action plans and follow up cost and KPIs to steer the business. • Talent Management, i.e. recruitment and development. • Relevant customer relation process, tools and working methods, legal requirements and third-party contracts. • Understand IKEA Commercial business and IKEA compliance Standards&Safety Standards. • Ability to align customer needs and expectations with business needs and to find solutions for customer. • Good social skills with a high level of accessibility, ability to make things happen with flexibility, speed and simplicity. • Ability to led the business through people and good Communication, negotiation and influencing skills. • Ability to identify new business opportunities.
Thanks to us, customers, co-workers and people at home can have a better everyday life through food that’s good for both people and planet. Together we serve more than 660 million customers yearly at the IKEA restaurants worldwide, underlining our Scandinavian heritage by offering a modern taste of Sweden. We also offer a variety of foods in our bistros and in the “Swedish Food market”. We are a diverse group of people who all live by the motto: Laughter is brightest in the place where the food is!
METTIAMO LE PERSONE AL CENTRO In IKEA promuoviamo un ambiente di lavoro inclusivo in cui tutti possano sentirsi accolti, accettati, rispettati, riconosciuti per la loro unicità e lavoriamo insieme in un clima collaborativo a prescindere da età, sesso, religione, orientamento sessuale, gravidanza e abilità.
WE CARE ABOUT PEOPLE At IKEA we cultivate an inclusive work environment where everyone feels welcomed, accepted, respected, acknowledged for its uniqueness and where we work together in a supportive climate regardless age, gender, religion, sexual orientation, pregnancy and ability.
