• You have at least 5 years of leadership experience in a customer-focused, fast paced, and multi-channel retail environment. • You are passionate about creating exceptional customer experiences and driving business growth through operational excellence. • You have proven experience in leading, coaching, and developing teams, fostering a high-performance culture, and building future talent through succession planning. • You possess strong problem-solving and conflict management skills, enabling you to make informed decisions and improve business performance. • You have a solid understanding of cost and budget management, retail operations, and customer satisfaction metrics. • You are knowledgeable about talent management, including recruitment, coaching, and employee development. • You understand change management principles and can effectively lead teams through change and business transformation. • You have a good understanding of legal compliance, third-party contracts, safety and security requirements, and can work confidently with external authorities when required. • You have knowledge of the food business, including food safety standards and commercial operations. • You are analytical, collaborative, and an effective communicator who builds strong relationships across functions to deliver business results.
Your responsibilities
• Lead the Customer Experience function by creating a seamless, convenient, and rewarding shopping journey across all customer touchpoints. • Drive a customer-first culture by using customer insights, feedback, and market trends to improve the overall shopping experience and influence business decisions. • Ensure operational excellence by identifying and removing barriers that impact customers throughout their buying, checkout, payment, and after-sales journey. • Support commercial priorities and collaborate with cross-functional teams to maximize sales, customer satisfaction, and business performance. • Oversee the IKEA Food business, ensuring commercial success while maintaining the highest standards of food safety, Swedishness, and regulatory compliance. • Develop and implement customer service, food business, and operational action plans aligned with local, national, and global business objectives. • Ensure compliance with IKEA policies, legal requirements, food safety regulations, and operational best practices. • Build strong partnerships with internal stakeholders and external partners to enhance operational efficiency and protect the IKEA culture and values. • Plan and manage departmental resources, budgets, and investments to achieve operational and financial targets. • Lead, coach, and develop team members by setting clear goals, supporting individual growth, and building a strong succession pipeline. • Analyze customer, consumer, brand, and operational data to provide recommendations that improve customer experience and business performance. • Champion continuous improvement initiatives and contribute to the implementation of customer experience and retail food strategies across the store. • Ensure a safe environment for customers and co-workers by promoting safety, security, and compliance across all operations. • Foster collaboration across commercial and support functions to deliver integrated and consistent customer experience across all channels.
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!
Studies show that members of underrepresented communities don't apply for jobs unless they're 100% "qualified". If this is part of the reason you hesitate to apply, we would like you to reconsider and give it a chance. Maybe your profile fits our needs much better than you think. We look forward to receiving your application. From: "Why Women Don't Apply for Jobs Unless They're 100% Qualified" by Tara Sophia Mohr, August 2014"
