Job ID: 20836CN

Date posted: 16/12/2024

WHAT YOU'LL NEED TO HAVE
• 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
YOUR RESPONSIBILITIES
• Co-create the Customer Experience Program for the Meeting Place by providing solutions whichenhance 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 CustomerExperience 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 andtemporary special experiences to ensure relevance and consistency from customer perspective.
• Create and manage customised events and marketing activities together with our Partners,
Communities and IKEA 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 IKEA
• 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
ABOUT THIS WORK AREA
Our team is the voice of IKEA. We use words, pictures and videos to tell the story about IKEA, to build our brand and inspire people with our offer. We bounce ideas back and forth, we challenge each other and we are crazy passionate about communication. Of course we’re also the ones who make sure to keep all our fellow co-workers informed, engaged and connected in a constantly changing business environment.