Customer Experience & Customer Relations Manager, IKEA Philippines

The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Singapore, Malaysia and Thailand – and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.

We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.

We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.

PURPOSE OF THE JOB
Build and retain long-lasting customer relationships in an omni-channel retail environment by fulfilling customer needs, understanding motivations, and ensuring a positive shopping experience. Collaborate with all business functions to drive commercial growth and ensure a seamless shopping experience across channels.

RESPONSIBILITIES OF THE JOB
• Lead the facilitation of a seamless shopping experience across channels.
• Ensure customer-centric strategies and solutions.
• Provide expertise to front-line operations for quality customer care.
• Localize SOPs to align with IKEA Retail for consistency.
• Support store audits and operational issues.
• Identify and implement continuous improvements in customer journey.
• Monitor customer satisfaction and sentiment, addressing root causes of dissatisfaction.
• Foster collaboration between customer care centers, stores, and service partners.
• Improve customer journey in cooperation with IKEA Retail functions.
• Liaise with stakeholders for prioritization and localization of tools/systems.
• Work with Expansion and cross functions for new store planning and operations.
• Provide market input and build SME competence.
• Develop and support store customer teams for common objectives.
• Drive competence development around customer centricity and operations.
• Coach and share best practices with store colleagues.
• Measure performance to ensure efficiency and effectiveness.
• Promote caring customer meeting at every touch point.
• Lead an open and sharing climate, embodying IKEA values.
• Ensure compliance with procurement policies and sourcing requirements.
• Provide staffing guidelines to balance customer experience and business goals

REQUIREMENT FOR THE JOB

Motivation
• Passion for customers and positive shopping experiences
• Alignment with IKEA values
• Leading business through people
• Enjoyment of a fast-paced retail environment
• Passion for home furnishing and IKEA products

Knowledge
• IKEA omnichannel shopping experience
• Easy buying experience
• Competition and service offers
• Life at home
• Cost and budget management
• Leadership in a people-centric organization
• Talent management
• IKEA Brand, culture, and values
• Retail market customer insights
• Customer relations processes and tools
• Legal requirements and third-party contracts

Capabilities
• Align customer needs with business needs
• Communication, negotiation, and influencing skills
• Problem-solving and operational issue resolution
• Social skills and accessibility
• Flexibility, speed, and simplicity in execution

This role requires flexibility in work hours, depending on store operational requirements.
The work location will be at the IKEA Philippines, Marina Way, Mall of Asia Complex, Pasay City,
Philippines

Please apply by 15 May 2025