Customer Care Centre Manager, IKEA Thailand

Ikano Retail owns and operates IKEA stores in Singapore, Malaysia, Thailand, Philippines and Mexico. We have an ambitious expansion plan and encourage our people to move between roles and even countries. We are not afraid to take on responsibility. We strive to make a positive impact on people and the planet. We laugh and have fun on a daily basis, working together. And we are always looking for people who share our values to join the IKEA family.

About the job

Reporting to the Customer Experience Manager, this MANAGERIAL role is a business-minded and customer-focused enthusiast who is responsible for leading and inspiring the Customer Care Centre team to support our vision of “Creating a better everyday life for the many people’. He/She is in-charge of running an efficient, cost-effective contact centre operations in order to create a positive home-to-home shopping experience for all our customers.

Your assignment

• You work with your team to ensure our service level agreements are always met and ensure that co-workers are ready and available to help customers via the different communication channels
• You work with your team to create and encourage a customer-focused culture throughout the contact centre to ensure IKEA is our customers’ first choice for home furnishings
• You analyse feedback from customers to identify the root causes of issues, which affect our levels of service
• You work with your team, stores and other functions to identify ways of improving the customers’ shopping experience in the future, preventing the risk of similar issues occurring
• You continuously monitor the different channels through which our customers communicate with us and ensure we are always accessible to them by making sure that all self-service options for the customers are maximised in all customer contact channels
• You provide an inspiring and motivating direction for your team and engage them fully in the tasks of becoming leaders in Life at Home and generating sales growth
• You actively work to secure the IKEA culture, embracing diversity and ensure our Contact Centre reflects that IKEA is a home furnishing company
• You set and agree with your manager budgets and service levels for the contact centre
• You ensure all contact centre initiatives grow our business, support the sustaining of long-term profitability, always considering the impact on customer satisfaction and works ethically and in compliance with internal regulations and legislation including consumer protection, risk, environment, health and safety.

Your profile

• You possess advanced level of English proficiency both speaking and writing.
• You have a high interest in growing business and developing people.
• You enjoy interacting with people and communicating clearly and effectively.
• You have a high ability to prioritize and balance between business and customers’ needs.
• You possess strong leadership ability to lead the team and influence stakeholders.
• You are self-motivated, assertive and have a strong desire to initiate and drive change.
• You are structured and can lead the team to organize effectively with continuous improvement mindset.
• You have a good understanding of contact center SOP, compliance, and key performance indicators and their impact on business.
• You possess a strong analytical ability to connect big picture with customer’s needs through data and operations to form business requirement for system and process development.

• This role requires flexibility in work hours, depending on operational requirements. Working on public holidays and weekends.

Please apply by 9 May 2025