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Meeting & Understanding Customers

Meeting Place Team Leader (Customer Service)

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Beijing, China Marketing & Communication Full time
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Job Description

Job ID: 19526CN

Date posted: 07/02/2024

WHAT YOU'LL NEED TO HAVE

• Customer Behaviour – 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.
• Customer experience practices – 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.
• IKEA concept, culture and values – Knowledge of IKEAs, Ingka Centres and Livat corporate identity, core values and vision of creating a better everyday life for the many people, to ensure right representation.
• Sustainability – Good knowledge about the local sustainability agenda and applicable laws. Knowledge of how to transform our Meeting Places to contribute to a circular society and have a positive impact on local communities. Knowledge of how to balance and merge environmental, social, and economic aspects to define sustainability and how Ingka uses that knowledge in striving for growth within the limits of the planet.
• Knowledge in commercial properties operations

YOUR RESPONSIBILITIES

• Be responsible to drive, develop and implement certain processes, manual, guideline in the functional area.
• Be responsible as a team leader to guide and coach the team members to deliver the result.
• Support the manager to define the tactics, implement the actions to achieve the functional goal.
• Share leadership responsibility for co-workers’ engagement, development and team development.

Focus on:
• To have an overall picture of customers’ whole interaction with LIVAT, their behaviors and journey hence to identify customers’ motives, needs and desires.
• To identify areas that can be improved throughout the customer journey and coordinate different functions for customer experience enhancement projects implementation.
• To lead team, to applies business knowledge and leverage best practices to achieve organizational goals and objectives, and ultimately to enhance customer experience.







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