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Meeting & Understanding Customers

RCMP Country Omni Resolutions Leader

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  • Baltimore, Maryland, United States
  • Customer Relations

Job Description

  • Job ID: 356722

  • Date posted: 22/09/2026

    • A day in your life with us

    To lead local Omni Resolutions agenda, develop
    and secure a seamless resolutions process in an
    omni channel environment, creating a
    rewarding customer experience while securing a
    proactive way of working identifying root causes
    and resolutions in close collaboration with other
    functions.

    Your responsibilities

    Ensure adoption and usage of Resolutions tools and ways of working, identify gaps and suggest
    improvements to continuously improve the Resolutions experience and efficiency for customers and co
    workers in close collaboration with the Resolution/Exchange & Returns community in the country.

    Identify root causes of resolutions pain points and define improvement areas in order to continuously
    develop the Resolutions process to optimize the customer experience.

    Define, develop, and implement solutions and ways of working to support a simple and smooth customer
    journey in the Resolutions area across all customer meeting points, while identifying and improving
    Resolutions routines pre-during-post sales in all channels, incorporating local consumer legislation
    requirements.

    Actively cooperate with all key stakeholders in the country organization and IKEA value chain to secure
    integration, common focus and priority on First Time Right as well as a great Resolutions experience
    promoting customer advocacy.

    Build emotional connections through meaningful and empathetic interactions with customers, fostering a
    “customer first” mindset by encouraging others to do the same, and enhancing SME (Subject Matter
    Expertise) competence by understanding markets, industry best practices, consumers, and total business
    operations.

    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!

    Apply now!

    Job Type-Permanent,
    Benefits Eligible- yes
    We offer competitive benefits and perks, such as medical and Rx*, dental, vision, 401k, meal deal, store discount, autism coverage, parental leave, pet insurance, education assistance and more.”


    PAY DISCLOSURE- The ideal pay range for this role is $68,276.00-$107,876.00 based on the Baltimore Pay Tier. The pay range may vary based on your location.

    This position is hybrid role with 3-5 days a week in the office and subject to change. The successful candidate must live within a commutable distance to the IKEA Remote Customer Meeting Point Office in Nottingham, MD.

    Qualifications

    Minimum 5 years of experience in customer experience operations or similar.
    Experience from retail, preferably home furnishing sector.
    Fluent in English.
    Formal qualifications (University) in Marketing, Business Management or equivalent.(Preferred)
    The starting rate/ salary for this position ranges from 68,276 USD to 107,876 USD and will be based on relevant work experience.
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