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Meeting & Understanding Customers

Service Experience Manager

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  • New Delhi, Delhi, India
  • Customer Relations
  • Full time

Job Description

  • Job ID: 304787

  • Date posted: 30/01/2026

    • Who you are

    As a person you are passionate about people, business, IKEA’s purpose and continuously driving better performance. You are energized by increasing customer value, driving business growth and contributing to overall success and results through people as well as motivated by leading and developing people.
    • To achieve an enjoyable, convenient and successful shopping and buying experience which will lead to increased sales and sustained long-term profitability.
    • Experience of working in a customer-oriented (service or retail) industry.
    • Proven record of consistently meeting agreed budgets and goals, and working on plans over a number of years.
    • Business-minded and result-driven with a customer focus.
    • Experience of leading and developing people.
    • Understand profit and loss and how to affect its result through actions.
    • Understanding of profit and loss.
    • Understanding of the local market and competition and what this means for pricing.
    • Understanding of life at home in your Primary market Area.
    • Understanding of how to create business in the multichannel retail environment.
    • Awareness of legal requirements and third-party contracts.
    • Skilled in creating a high commercial performance.
    • Analytical and numerical skills.
    • Ability to set budgets, implement action plans and follow up goals.
    • Enjoy working in a fast-paced and future-oriented environment.
    • A passion and interest in people's everyday life at home and home furnishing.
    • Ability to motivate and influence others within the service business.
    • Ability to communicate clearly in various situations.
    • Ability to make things happen by championing flexibility, speed and simplicity.

    Your responsibilities

    To lead and optimise the IKEA service business and secure satisfied customers and increased sales and profitability of the home furnishing offer. To lead strategies and actions of the IKEA business in a multichannel retail environment through the functions involved in the IKEA service business.
    To lead and inspire your team to optimise the shopping experience to secure satisfied customers and increased sales and profitability in your store. To achieve this using your knowledge of the IKEA product range, the local market, competition and customers. Your leadership is based on performing & delivering while learning and developing in the business. You use the IKEA tools and expertise of your team and your colleagues to support you.

    • Ensure a market relevant service offer at a market relevant price in the different sales channels.
    • Secure a consistent, seamless positive customer experience through all channels by ensuring that your department is always striving to fulfil the three IKEA customer motivators: "Is it worth it?", "Can I trust IKEA", "Is there something for me?
    • Support the commercial team in maximising the opportunities of IKEA’s service business.
    • Lead and secure the implementation of country service business priorities while sharing and implementing good solutions.
    • Know your local market potential and work functions to ensure your store is locally relevant throughout the different sales channels.
    • Secure successful implementation of country priorities and share & implement good solutions.
    • Secure the operational excellence of the service business together with all relevant stakeholders.
    • Follow up your financial goals, KPIs and costs, and take action on deviations. Motivate and develop team members by agreeing clear goals, expectations and conducting follow-ups.
    • Secure and follow up the qualitative performance of the service business, end to end, and continuously improve the ways of working.
    • Secure a cross-organisational alignment in terms of the scope of the service business in the market.
    • Actively support & ensure that the service business is in line with IKEA’s social & environmental commitment.

    Together as a team

    At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people!

    We are an equal opportunity employer:

    At IKEA, we value diverse backgrounds, perspectives, and skills. We are committed to providing coworkers with a work environment free of discrimination and harassment. We encourage individualism and invite you to come join our team and be yourself with us! We are an Equal Employment Opportunity employer and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristic protected by law. All employment decisions are based on qualifications, merit and business need








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