Anzeigen-ID: 249796

Veröffentlichungsdatum: 05/09/2024

Why we will love you

With the ambition to offer the full scope of Life at home missions, a project in IKEA Spain is being developed in co-creation with the Global team to develop a new Platform Business Model exploring ways in which we can expand the current offer, thus ensuring a more extensive and complete service offer and renewing the current value proposition we provide. In a digital platform environment, we will be creating an ecosystem thanks to the exponential growth of consumers and producers into it, where the transaction will be happening directly between both, and IKEA will be acting as the “enabler” of it, meaning that consumers will be expecting to do the full End to End journey within our platform.

For that purpose, having the right definition from IKEA as platform owner of each step requirements of the payment process is key for the success of a proper experience for both consumer and producer. This covers three areas: commercial management, customer support and back office of the Platform payment solution, all this guaranteeing a full customer centric approach, securing a continuous improvement and minimizing the risks.

Knowledge:

Commercial & Support: Deep understanding and knowledge of different online market payment methods, gateways and platforms.
•Familiarity with industry trends and competitor strategies in payment and incident management.
•Expertise in payment-related-incidents management.
•Familiarity with payment processes, including escrow accounts, clearing and settlement procedures.
•Ability to measure and analyse platform’ performance using various metrics and KPIs.
•Understanding of the end-to-end process of financial transactions, including authorizations, settlements, and refunds.
•Proficiency in using ticketing and issue tracking systems to manage payment-related queries and complaints.
•Expertise in managing payment processes, including validation of producer information and reconciliation of balances.
•Understanding of marketplace operations and collaboration with digital and IT teams to integrate new payment functionalities.

Back office: Expertise in managing payment processes, including validation of producer information and reconciliation of balances.
•Familiarity with payment security standards and fraud detection mechanisms.
•Ability to conduct audits to verify financial transactions and ensure compliance with regulatory standards.
•Familiarity with maintaining internal systems for invoice recognition and management of producer data.

Ability to communicate in English and in the local languague, Spanish, both spoken and written.

Your responsibilities

COMMERCIAL
BAU
• Work with internal teams to identify key marketing opportunities to promote payment-related benefits offered to the producers.
• Develop promotional content based on the identified opportunities to attract new producers.
• Evaluate the success of payment-related campaigns and adjust based on results.
• Analyse the platform's performance regarding payments and identify areas for improvement (e.g., fast, simple, and intuitive payment methods).
• Contact the super producers to request any missing information if applicable.
• Provide training and support to the super producers to help them get familiarized with the platform's payment system (once welcome guide is sent).
• Follow-up and review disputes where the value of the service offered is significantly high to control reputational risk.
• Categorize the received payment-related incidents from super producers and transfer them to its corresponding responsible.
• Close the tickets for the solved incidents by both IKEA and Worldline/OPP and register it in the marketplace.
• Notify the super producer that incident has been solved.
• Monitor the performance of different payment-related incident resolution agents to control the quality of service provided to super producers.
• Inform super producers to complete pending obligations before they are offboarded (e.g.: delivery of already agreed services).
• Confirm with the super producer who is leaving the marketplace if his/her reasons for leaving are related to payment issues.
• Use metrics to quantify the quality of the service provided by Customer support to producers.
• Make decisions regarding the offboarding of certain producers with recurring conflicts.
• Propose new FAQs for recurrent inquiries to improve self-service options for producers.

TRANSFORMATION
• Collaborate with internal teams to identify and develop new payment-related functionalities that can enhance the platform for producers and increase the offering.
• Coordinate with other teams to ensure coherence of payment-related attraction strategies.
• Benchmark about advancements and trends of other marketplaces in the market related to incident management functionalities (e.g.: chatbot).
• Implement producer feedback mechanisms to collect continuous insights (e.g.: payment-related surveys).
• If payment-related issues are recurrent reasons for contract terminations, coordinate with OPP/WL to identify improvement opportunities.
CUSTOMER SUPPORT
• Contact the producers to request any missing information if applicable.
• If the producer gets in contact, provide training and support to the producers to help them get familiarized with the platform's payment system (once welcome guide is sent).
• Categorize the received payment-related incidents and transfer them to its corresponding responsible.
• Solve payment-related incidents
• Close the tickets for the solved incidents by both IKEA and PSP and register it in the marketplace.
• Notify the producer that incident has been solved.
• Monitor the performance of different payment-related incident resolution agents to control the quality of service provided.
• Inform producers to complete pending obligations before they are offboarded (e.g.: delivery of already agreed services).
• Confirm with the producer who is leaving the marketplace if his/her reasons for leaving are related to payment issues.
BACK OFFICE
• Monitor and evaluate campaign performance using KPIs, ensuring continuous tracking and reporting of results.
• Analyse and validate the information provided by the producer in the application form.
• Request the Commercial and management / Customer support team to ask the producers to share any pending information if applicable.
• Ensure efficient management and storage of signed contracts (e.g.: each contract stored in corresponding folder).
• Send the necessary documentation to new producers for their incorporation (e.g.: welcome guide).
• Notify the producers to carry out the agreed service with the customer once PSP informs that the escrow account has been set up.
• Instruct PSP to release the funds in escrow accounts after the client agrees with the service.
• Instruct PSP to freeze the funds in escrow accounts when the client does not agree with the service.
• Register in internal systems payments made to PSP
• Monitor technical issues related to transactions.
• Monitor and keep the FAQs section of the marketplace updated regarding Commercial and Management instructions.
• Oversee and guarantee during the offboarding process that there are no pending payment-related incidents to resolve.
• Deactivate the service of the producer in the marketplace and register the leave on internal systems.
• Ensure the proper removal of data from the platform of the producer who is leaving the marketplace (after a specified retention period).
• Coordinate with the PSP the leave of the producer to guarantee the release of pending payments.

Our team within Ikea

There is always room for improvement, and in our team we make sure to constantly make every part of the IKEA value chain better. We’re a diverse bunch of people who love to get involved in a variety of projects, initiatives, touchpoints and processes to create long-term value and to make IKEA accessible to more of the many people.


From IKEA we are committed to making a better day to day for the many people. All IKEA employees enjoy a wide range of benefits that are at your disposal from the first day, here we tell you some of them:
• We offer a competitive salary distributed in 12 annual payments plus 2 extra payments in the months of July and December, with a wide range of schedules in continuous working hours with the breaks established by law, respecting your free time outside IKEA.
• To make the most of your breaks, in our employee dining room you can find a wide variety of products at very affordable prices, subsidized in 2/3 by IKEA.
• The trust of working in a safe place is the basis for our personal and professional growth, at IKEA we have a medical service at your disposal for any query. In addition to offering a safe working environment to ensure good working conditions.
• We offer you a 15% discount on all your purchases.
• Because you are part of the great IKEA family we want to share with you the important moments, so we celebrate anniversaries, parties, Teams Buildings, the arrival of summer, Christmas gift. There is always a reason to smile!
Many more are waiting for you, discover them!

Apply now!

Please apply with your resume and cover letter written in English, no later than August 19th.
Warmly welcome with your application!