Job-ID: 264414

Dato for opslag: 04/11/2024

Who you are

• Strong knowledge of Care & Support services area (I.e. claim and complaints handling) and its contribution to business growth.
• Strong knowledge of the drivers of customer satisfaction in connection to the Care area, with focus in omnichannel environments.
• General knowledge of the contact centre industry within globally steered organizations.
• Strong knowledge of change management within a complex business environment.
• Motivated by exceeding customer expectations and growing satisfaction with outstanding service and support
• Passion for leading others and energized by developing and challenging people to reach set individual goals
• Strong interdependent leadership skills with the ability to build trustful relationships
• Strong analytical and high level of data/computer proficiency.
• Strong strategic skills, including ability to direct efforts to set, plan for and achieve long term business objectives through matrix leadership.
• Ability to drive the business area agenda in the management team in an inspirational and clear way
• Motivated by sharing and living the IKEA culture and values
• Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people
• For Internal: Wide understanding of the complexity of IKEA business, with focus on the fulfilment chain and the role of CSC/RCMP as an integrated part of the business

• Minimum 8 years of experience working within customer service
• Minimum 5 years of experience in leading and managing leaders, including profit/loss responsibility
• Experience of working with new technologies e.g. broadcasting, video sales, Augmented Reality
• Experience of multi-channel retail customer experience, preferably within home furnishing sector
• Fluent in English

Your responsibilities





Through a highly engaged team, drive a strong customer mindset, enabling excellence, competence, and best in class co-worker support towards customers.

Ensure a seamless experience for claims and other support needs after the purchase in an omnichannel environment, creating a rewarding customer experience in a remote context.

Lead and manage the area operational team within the country in alignment with the group counterpart.

Questions and support? Let's connect!

Does this sound like your next challenge? IKEA offers an exciting and empowering work environment in a global workplace. And as the world’s leader at life at home, you have exceptional opportunities to grow and develop together with us.