Job ID: 267290

Date posted: 02/12/2024

Why we will love you

Do you have a customer-centric focus? Is employee well-being and development important to you? Do you work well in teams and thrive in a fast-paced and changing environment?

Are you our new Team Leader for our Customer Relations department, who will help ensure a great customer experience, contribute to growth, and ensure that our employees thrive and develop in a dynamic work environment?

You identify with IKEA's values, and you are passionate about developing and ensuring an unforgettable customer experience – every time! You know that the customer is always at the center, and you manage to contribute to business-critical decisions based on the idea that every customer and every experience counts.

You thrive in a dynamic and fast-paced environment where each day brings new challenges, and you have the ability to adapt and find solutions even when things don't go as planned. You work effectively with a wide range of people and are not afraid to share your ideas and perspectives.

Additionally, you have insight into our market, and you know what customers expect today and tomorrow, thus helping to ensure that the services we offer meet customer needs. Essentially, you have a broad knowledge of how customers act, feel, and behave during their shopping experience, and you use that knowledge continuously to come up with new, exciting solutions for our customers and their experience at IKEA.

We also emphasize that you:

• Have several years of experience as a leader
• Have a motivating and coaching approach with high ambitions on behalf of the entire Customer Relations team
• Manage to be a leader who leads by example through visible leadership together with employees on the floor
• Have a constant willingness to learn and develop and are not afraid of mistakes and setbacks along the way
• Are passionate about customer experience and ensuring a positive shopping experience
• Have the ability to lead and develop different people
• Are relationship-building and can ensure good cooperation across departments through your good collaboration skills and holistic approach
• Communicates clearly and can write and speak professional English and Danish
• Work structured with your goals

Your responsibilities

Your most important task is to ensure that your employees thrive and develop in their jobs, and that they are equipped to provide our customers with a top-quality shopping experience. Together with your colleagues in the Customer Relations leadership team, you will help expand and develop your business area to meet IKEA Taastrup's goals and long-term objectives.
You will also be responsible for monitoring performance and actual targets, and you must be able to "set sail" if we fall behind on our performance.
One of your most important tasks is the well-being and general welfare of your team. You are responsible for identifying development potential and creating development plans, and having the difficult conversations when necessary.

You must be able to embrace diversity and meet your employees where they are. You must be able to create and maintain a good relationship with the other departments in the store, which you manage to work closely with.

More specifically, your tasks will be to:

• Ensure that our employees thrive and want to develop at IKEA
• Ensure a great customer experience
• Ensure the team functions effectively for the benefit of our customers and budgets
• Focus on omnichannel business understanding and enhance the customer's experience in the future way of shopping, so entrepreneurship and customers are always at the center
• Follow up with the rest of the store to keep the customer in focus together
• Seek data and insights to improve the customer experience

Together as a team

You will lead a team of both full-time and part-time employees. As part of the CR management team, you will be a key player in the operation of our entire Customer Relations department, with 100 dedicated employees.
You will be closely involved in everything related to customer experiences in the store, where you will need to collaborate with other departments.
We have a great team spirit, where we support each other and work together, with a strong focus on sales and service to ensure the best customer experiences.

We will, of course, provide the right training so you can feel confident and competent in the job. At IKEA, you have endless opportunities to develop yourself, and we expect you to constantly seek to improve in your job and seek more knowledge and inspiration across both stores and functions within IKEA.

Questions and support? Let's connect!

If you have any questions about the position, please contact Deputy Customer Relation Manager, Svend Rasmussen, at Svend.rasmussen@ingka.ikea.com.
If you have questions about the recruitment process, you can contact Recruiter Maja Sørensen at maja.sorensen@ingka.ikea.com.
Please note that we do not accept applications via email, but only through our recruitment system.

Further informations

• The position is 37 hours per week on an individual contract, where additional and overtime work is included in the salary.
• Salary according to qualifications and within IKEA's salary policy.
• Working hours are between 8:00 AM and 8:00 PM, Monday to Sunday. Expect 1-2 closing shifts per week and weekend work every third weekend.
• You will be part of a shift schedule with both staffing and responsibility hours, and you will plan your own working hours according to the business needs.
• We offer various employee benefits, including a pension scheme, health insurance, massage scheme, canteen arrangement, staff discount, discount schemes with partners, annual gift, and bonus scheme, etc.
The application deadline is December 15, 2024, and we envision a start date of February 1, 2025, or by agreement.
Note: We continuously invite candidates for interviews and reserve the right to close the job posting once we have received enough relevant candidates.