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Meeting & Understanding Customers

Customer Experience Manager

Fuzhou, China Marketing & Communication Full time
Explore location

Job Description

Job ID: 20089CN

Date posted: 20/07/2024


• Ability to take commercial decisions based on local market information
• Ability to align customer needs and expectations with business needs.
• Good communication, negotiation and influencing skills. Ability to find solutions for customer and operational issues.
• Good social skills with a high level of accessibility. Ability to make thinks happen with flexibility, speed and simplicity.
• Experience of working in a customer-focused service
• Knowledge of what is happening in the local market,
and an ability to quickly develop knowledge of the local
market and business conditions
• Change management.
• Relevant customer relations processes, tools and
working methods.
• Legal requirements and third-party contracts.


• Take ownership for the knowledge of the local market to create a marketing action plan to strengthen our position on the local market and build long-term growth and profitability
• Increase the number of consumers visiting/revisiting our store as well as convert more visitors into customers in order to increase sales and profitability and to expand our local home furnishing market share.
• Monitor our performance against agreed goals, adapting and taking action accordingly.
• Ensure all local marketing initiatives grow our business and support the sustaining of long-term profitability
• Ensure the customer focus and relevant business plans relate and come together in a local action plan that is operationally implemented and fulfilled.
• Ensure the building of business competence by supporting managers and team leaders in setting and working on relevant goals and agreed development plans.
• Responsible for identifying and removing hindrances in order to secure an easy buying experience, a positive shopping experience and easy payment and after-sales fulfilment.
• Support commercial initiatives and priorities before,during and after the shopping experiences Identify and develop talents in the unit and within the function to secure succession planning
• Actively promote our social and environmental commitment and work with our local consumers’ to understand how, together, we can contribute to sustainability.


• Increase traffic in order to gain sales growth
• Convert them into loyal, long-term customers
• Establish IKEA as the first choices for home furnishings
• Ensure an overall customer easy buying process and a positive shopping experience.
• Ensure that the appropriate customer relations' processes and tools are implemented.
• Ensure the related strategies are translated into