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Ikea member of staff helping customers use touch screen
Meeting & Understanding Customers

顾客关系部主管

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  • Hangzhou, Zhejiang, China
  • Customer Relations
  • Full time

Job Description

  • Job ID: 22394CN

  • Date posted: 06/02/2026

    • 你需要拥有什么

    • Good knowledge about the store operations and multichannel environment.
    • Basic knowledge of cost and budget management.
    • Broad knowledge ofalent management, i.e. recruitment and development.
    • Change management.
    • Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people.
    • Good knowledge of relevant customer relations processes, tools (digital & physical) and working methods.
    • Legal requirements.
    • Passionate about customers, customer service and act to ensure a positive Customer experience.
    • The IKEA values truly reflect personal values.
    • Passionate about leading business through people.
    • Enjoy working in a fast-paced and future-oriented retail environment.
    • Passionate about home furnishing, people's life at home and the IKEA range of products and services.

    你的工作职责

    • Contribute to the Operations action plan and support the goals and targets which ensures the effective execution of the action plan.
    • Support and coach the co-workers to ensure customers leave with a positive impression of the IKEA store and want to come back and shop more frequently.
    • Leading by example in terms of customer focus, co-operation with other departments, simplicity and giving and taking responsibility to optimize our customers’ experience in my unit.
    • Following up on the department action plan and taking action to ensure continual focused on achieving the agreed goals.
    • Ensuring the IKEA store is always a safe and secure environment for visitors and co-workers.
    • Seeking, and act on, customer feedback in order to make continuous improvements to after sales processes.
    • Ensuring the right number of co-workers is in the right place at the right time to serve customers and run the department successfully.
    • Ensure cross functional cooperation to continuously improve the shopping experience for customers in order to drive sustained long-term profitability.
    • Share knowledge with colleagues and encourage them to do the same, as also keeping colleagues informed so that they can perform their roles effectively.
    • Constantly monitoring performance against agreed goals, adapting and taking action when required.
    • Look for more effective ways of working to reduce costs and understanding the importance of accurate stock inventory and coach the team to also have this awareness and work with it in their daily roles.

    关于这个职能

    To deliver sustainable, extraordinary growth by creating a new, unique, inspiring and convenient home furnishing experience for our customers. To optimizing operations and digital processes to create great customer experience and store's operational excellence. Supporting commerciality with effective and cost conscious approach.








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