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

远程团队主管（天猫平台）

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  • Wuxi, Jiangsu, China
  • Customer Relations
  • Full time

Job Description

  • Job ID: 21594CN

  • Date posted: 03/07/2025

    • WHAT YOU'LL NEED TO HAVE

    Knowledge
    Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life
    for the many people

    Strong knowledge of the omnichannel customer meeting (within Sales or Resolutions)

    Strong knowledge of how to motivate and empower both generalists and specialists individually as well as to create togetherness within teams

    Deep understanding of the leadership styles needed to balance different needs among co?workers (e.g. high level of creativity, detailed knowledge and clear ways of working)

    Good knowledge of change management and understanding of key factors for a successful change initiative

    Broad knowledge of the Remote Customer Meeting Point business and the business goals

    General knowledge of the people planning process and the recruitment process as well as understanding how to contribute to these

    Extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels

    Basic knowledge about Ingka processes, IKEA product range and services

    Good knowledge about relevant Ingka systems and tools

    Motivation
    Motivated by sharing and living the IKEA culture and values

    Passion for home furnishing and people's life at home

    Passion for leading others and energised by developing and challenging people to reach set individual goals

    Energised by togetherness and reaching common goals as a team

    Motivated by working in a dynamic and result driven retail environment

    Capabilities
    Strong comunication and interpersonal skills combined with ability to practise inspirational IKEA
    leadership for co-workers with different competences and needs

    Ability to solve problems and handle conflicts, always with IKEA values at heart

    Ability to empower others to achieve set goals, using individualised techniques that trigger
    motivation and development

    Ability to analyse risks and consequences of a change initiative

    Ability to assess and improve quality

    YOUR RESPONSIBILITIES

    Create an inspiring and motivating work environment and build a committed team with a strong customer focused
    culture based on pride in the work and high performance, thus securing a great remote customer experience and
    trust in the IKEA Brand

    Evaluate adherence to defined ways of working for Generalists and Specialists within their skill area in order to
    identify performance improvement areas in processes and behaviours

    Lead, coach and follow up individual development to empower team members through knowledge, trust and
    motivation, thus building business competence, securing succession and enhancing the quality of soft-skills in the
    customer meeting

    Create, monitor and follow up team action plans (when applicable with input from Specialists) in order to reach set
    goals

    Identify improvement needs in the work environment thus contributing to create a great place to work

    Contribute with operational and functional expertise to the Schedule/Intraday department to ensure an optimal
    number of co-workers are available to meet the customer at all times, thus maximising business outcomes

    Validate that hiring, onboarding and training of co-workers is performed according to standards in order to secure
    competence of co-workers

    ABOUT THIS WORK AREA

    The Remote Customer Meeting Point, an integrated part of the new IKEA Omnichannel retailing system, drives and enables sustainable, extraordinary growth in a new era of remote meeting the customer (Sales & Resolutions).

    It empowers and drives outcomes to realize a simple, unique, and seamless meeting whenever and wherever our customers want to meet with IKEA co?workers in a remote setting.








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