Customer Experience

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
**About the job**

We want to fill this position with an extremely commercial enthusiast who shares our vision of “creating a better everyday life for the many people”. You will be leading the organisation to a more customer centric one and to drive the transformation of customer journeys and the overall experience and engagement with IKEA.

**Your assignment**
- Ensure the creation of an unforgettable and rewarding end-to-end customer experience across all channels and all customer journeys, so customers want to come again and again.
- Provide a great and accessible customer care when interacting with our co-workers in the IKEA Customer Meeting Points.
- Drive the growth, execution, and optimisation of the different loyalty programs to acquire, engage with and retain the IKEA customers, maximising customer lifetime value.
- Grow collection and usage of customer data and insights to create for the customer more convenient and personalised meetings and for IKEA more commercial effectiveness.
- Secure that the customer is at the centre of all key decision-making processes and that an excellent customer satisfaction is delivered and value for the customers is created.
- Provide the front-line business operations (e.g. CCC and CR departments in the stores) with expertise and optimal working tools, so that the customer is taken care of with quality and speed, across all journeys where needed.
- Drive scale advantages and service level achievement in providing support and services to internal customers (e.g. teams in the IKEA markets) as well as to the IKEA customers through the usage of technology and our global footprint of Customer Care centres.
- Lead, coach and develop a competent and high performing team that will strongly contribute to reach the common objectives and goals (e.g. growth, profit, brand & customer experience).
- Act as matrix to the Country Customer Experience mgrs and provide through coaching and sharing best practices to develop operations and secure an excellent customer experience.
- Chair the Customer Experience workgroup.

Qualifications
**Your profile**
- +5 years experience in leadership role in Loyalty and/or customer support/experience (customer relations, CCC).
- Passionate about creating an IKEA fit for the multichannel-retailing future and living the change process that comes with it.
- Motivated by increasing customer value and being the voice of the customers and consumers within the business.
- Motivated to exceed customer expectations with outstanding service and support.
- Passionate about understanding the behaviours of the many people, the local Life at Home and current Home Furnishing trends.
- Ability to understand the complexity of IKEA business and the role of Customer as an integrated part of the business.
- Ability to design improvements across customer journeys, through operations, behaviours, services, to allow an excellent customer experience and maximize conversion.
- Ability to analyse data and use insights as starting point for strategic and tactical decisions.
- Ability to prioritize, delegate and make efficient decisions with speed and simplicity
- Ability to coach and influence a team of co-workers and colleagues

Additional Information