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

Customer Experience Specialist

申请
  • Matosinhos, Porto, Portugal
  • 顾客关系
  • 全职

职位描述

  • 职位 ID: 297427

  • 发布日期: 27/06/2025

    • Who you are

    • Previous experience in customer experience & customer service/ marketing/ business administration
    • Practical experience in customer relations in various industries is an advantage
    • Passion for customer service and customer relations
    • “Out of the box” thinking, creativity, and drive
    • Attention to detail
    • Coaching and mentoring skills
    • Strong communication, negotiation and interpersonal skills
    • Fluent in English and local language
    • Knowledge of what the Ingka Centers means and how it should be incorporated in everything Ingka Centres does.
    • Knowledge of creating a unique image for the local brand in the consumers' mind and establish a significant and differentiated presence in the market that attracts and retains customers.
    • Able to adapt global Meeting Place concept to meet local culture and community needs and willpower to adjust the global concept to stay and continue to be relevant.
    • knowledge of the customer experience practices and innovations used by the industries worldwide (including retail, meeting places, F&B, leisure, hotel business, other places where customer experience is an integral part of the business
    • Knowledge of existing and potential customer’s needs, behaviours and aspirations to be able to help Ingka evaluate future endeavours and further translate insights into most relevant ideas & solutions, to support for business purpose and decision-making.
    • Knowledge of the customer’s whole interaction with Ingka, from first encounter to purchase – using digital and physical tools and platforms
    • Motivated by searching and grasping business opportunities. Taking ownership and responsibility for making things happen.
    • Motivated by playing role in activities and take initiatives that provide opportunity for learning new skills and tools, explore and develop talent and potential, both inside and outside of the direct area of responsibility.

    A day in your life with us

    • Provides guidance and feedback to maximize performance of individuals and/or groups.
    • Demonstrates ability, willingness and proactive attitude to generate new ideas and mobilize people around them, finding ways to convert them into new business opportunities.
    • Provides courteous, timely, and helpful services (incl. digital) to encourage customer loyalty.
    • Change direction as appropriate based on new ideas, approaches and strategies.
    • develops virtual and other
    • Competence Profile |Customer Experience Specialist Enter job title ID
    • Collaborative relationships to facilitate current and future objectives.
    • Leverages digital channels to engage audiences and drive business outcomes through strategic content creation, data analysis, and continuous optimization.
    • Creates welcoming environments, anticipates guest needs, and delivers memorable experiences through empathy, attention to detail, and high service standards.
    • Co-create the Customer Experience Program for the Meeting Place by providing solutions which enhance the Customer Journey for each customer group. Secure efficient communication with customers.
    • Execute on assigned tasks which contribute to strategic priorities within the Customer Experience supporting Customer Experience Manager as priorities evolve to deliver day-to-day Customer Experience activities, leveraging their specific customer experience expertise and knowledge of standards on local and different markets.
    • Propose and execute localization of the Meeting Place in all MP’s touch points (off-line and on-line), commercial offer, partners design concepts and formats, design story, services, amenities and temporary special experiences to ensure relevance and consistency from customer perspective.
    • Create and manage customised events and marketing activities together with our Partners, Communities and Ingka and follow them up.
    • Actively work on customer experience improvement by increasing IKEA presence in the Meeting Place and developing common commercial calendar together with Ingka
    • Cooperate with Accelerator Hub and external partners in order to identify and implement innovation projects or initiatives in the Meeting Place. Support local innovation projects which uplift Meeting Place unique customer experiences, co-creation and operations optimization.
    • Regular monitor customers’ interaction with the MP. Collect and use Customer Voice in order to engage, explain and talk to our customers day to day. Use active listening and other communication techniques to uncover customer insights. Use all communication channels, including social networks as part of daily work. Involve customers into the quick prototyping of the new ideas and concepts.
    • Follow-up, accumulate and share practices and lessons learnt with other Meeting Places. Ensure the appropriate documentation of customer experience related materials.

    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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