Ikea Tampines

**Company description**
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.

**Job description**
As a member of the Store Steering team, the Customer Relations Manager will lead the Shopping Experience, Checkout and Easy Buying team to build and retain a life-long relationship with new and existing customers. By providing an overall customer easy buying process and a seamless shopping experience, the Customer Relations Manager supports the store to achieve sales growth and sustained long-term profitability.

Your assignment
- Lead the customer relations team to drive a customer-centric culture throughout the store and secure a seamless shopping experience in a multichannel retail environment
- Drive the mind-set change and develop our co-workers in creating a caring meeting with customers at every touch point
- Secure competence development around customer centricity, customer operations and improving customer experience by deploying and delivering available learning materials, leading commercial reviews and following up on respective competence gaps and action plans
- Ensure customer focus and relevant business plans relate and come together in a local action plan that is operationally implemented and fulfilled
- Responsible for the building of business and co-worker competence by supporting managers, team leaders and co-workers in setting and working on relevant goals and agreed development plans
- Support commercial initiatives and priorities before, during and after the shopping experience
- Establish and maintain service agreements with internal stakeholders (including customer support) and external partners in order to protect operational standards and help safeguard the IKEA culture
- Secure and monitor the department is working according to internal, global and national rules and policies, IKEA best practice and in accordance with local legislation

**Qualification**
- You have at least 8 years of retail / customer relations management experience in a senior leadership role, with strategic, tactical and analytical abilities and a strong passion in home furnishing business
- You are passionate about increasing customer value and being the voice of the customers
- You are energized by driving business growth and enjoy working in a multi-channel environment and thrive working in a team-oriented culture
- You can understand the nuance of store operations and the needs of Customer as an integrated part of the business
- You can work independently and reliably on agreed working methods
- You have experience in creating and implementing short-mid-long term plans, setting budgets and following up on goals
- You have excellent communication, negotiation and influencing skills with experience in managing difficult conversations via different channels and exhibit composure under pressure

**More Information