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Country Customer Experience Manager, Commercial, INGKA Group, Poland, Service Office (Janki/ Warsaw)

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  • Janki/Warsaw, Poland
  • Customer Relations
  • Full time

Descizione del ruolo

  • ID dell'offerta: 255262

  • Data della pubblicazione: 07/03/2025


    • At IKEA, we believe that the key to our success is our customers. We are looking for someone who truly understands customer needs and is passionate about creating unforgettable experiences at every touchpoint of their journey. As a Customer Experience Manager, you will be responsible for designing and delivering a consistent, engaging, and positive experience that becomes our competitive advantage in the market.

    Your responsibilities:

    • Ensure that customers have a positive and satisfactory experience at every touchpoint throughout their journey.

    • Create, curate, and deliver a consistent, seamless end-to-end customer experience and facilitate easy buying and selling of service products through all channels.

    • Understand and define a service offer that is affordable and relevant in the local market to support growth and improve customer experience using customer and business insights.

    • Develop and implement strategies that differentiate the IKEA brand from competitors, delivering a truly elevated, personalized customer journey.

    • Deliver meaningful interactions at every touchpoint that create a truly elevated experience for customers.

    • Increase customer satisfaction and improve customer retention by implementing best practices across previous assignments.

    • Differentiate the brand among competitors by providing a memorable and personalized journey, making exceptional customer experiences a competitive advantage.

    • Leverage knowledge of Customer Voice and Customer Journey mapping in an omnichannel retail environment.


    What We Expect from You:

    • A minimum of 5 years’ experience in customer-related roles, with at least 10 years of leadership experience managing teams across different customer disciplines.

    • Experience working in a customer-oriented (service or retail) industry.

    • Business-minded and result-driven with a customer focus.

    • Experience of leading and developing people with good results.

    • Experience of setting and implementing action plans, budgets, and following up goals.

    • Proficiency in cross-functional ways of working and stakeholder management.

    • Ability to manage a variety of activities in parallel.

    • Fluent communication in English (both written and spoken), preferably also in the local language.

    • Proven ability to understand cause and effect of decisions.

    • Ability to influence in a matrix organization – both upwards and downstream.

    • Proven record of consistently meeting agreed budgets and goals and working on plans over several years.

    • Experience working in a fast-paced environment.


    Your Role:

    • Develop and drive the implementation of action plans to meet business goals.

    • Lead, coach, and inspire your team to achieve outstanding results and provide excellent customer service.

    • Collaborate cross-functionally to enhance customer experience and ensure stakeholder satisfaction.

    • Handle multiple tasks and projects simultaneously, ensuring timely and efficient completion.

    • Communicate effectively in English, both within the organization and with external stakeholders.

    • Analyze decisions and understand their impact on the business and customer experience.

    • Influence and guide stakeholders within the matrix organization structure.

    • Foster a customer-centric culture and continuously improve service standards.

    • Achieve and exceed budget targets and business goals consistently.

    • Operate effectively in a dynamic, fast-paced environment.


    WE WANT:


    · Provide you a contract of employment,

    · That you would develop and build your skill with us – together we will create a development path that will suit your needs,

    · To ensure the safety of you and your family - we provide medical care, Pension Plan and Accident Insurance, 

    · To appreciate your achievements, 

    · To give you the opportunity to choose additional benefits ex. cafeteria program (including e.g. Multisport card) – learn more on www.ikea.pl/TwojaStronaPracy. 


    In this role you will report to the Country Commercial Manager.

    This role is located in Warsaw/Janki. We offer working in the blended model, combining working in the office and remotely.

    Warmly welcome with your application!

    All candidates who qualify for the interview will be also asked to prepare and present individual assignment.

    Due to the fact that this position requires specific competences, please attach any file to your application in which you will present us your experience.

    Do you feel this is the job for you? Check out the FAQ section for more details about recruitment, learn more and apply till 18.03.2025 on www.ikea.pl/TwojaStronaPracy.






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