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What you'll need to have
5 years of experience:
- In retail, preferably in the home furnishing sector
- In planning, driving output and measuring performance (business)
- Managing, leading and developing people, preferably in customer centric service or retail environment
- In customer service, problem solving and conflict handling techniques
- Turning data and insights into actions and solutions to meet the customer.
What you'll be doing day to day
Develops and ensures a seamless resolutions process in a multichannel retail environment (Store Fulfillment, Ecommerce and Cash and Carry) for returns and exchanges. Ensures a proactive way of working to identify root causes and resolutions in close collaboration with other functions.
- Hires, onboards, trains, leads, manages and develops the Customer Care Leaders in the store.
- Builds emotional connections through meaningful and empathetic interactions with customers; setting the example and coaching others on how to do the same.
- Ensures that the team solves root causes of resolutions cases, accommodations and returns to reduce related costs.
- Implements best practices and rolls out new country processes and systems on a timely basis to the entire Customer Experience team.
- Partners with relevant teams to improve customer experience in delivery service. Trains all store management on how to manage escalations in the most cost and time efficient way.
- Supports the Customer Experience manager to build competence in IKEA Brand standards, product range, services, etc.
- Contributes to an environment where the IKEA culture is a strong and living reality that embraces the diversity of co-workers and customers.
Together as a Team
We are the ones meeting our customers – in our stores, online, in our catalogue and beyond. We have knowledge of the IKEA product range, local markets and customer needs and we constantly find new ways of making real connections with our customers to maximize sales and profitability. Together with thousands of colleagues around the world we’re a diverse team working for the continued global success of the IKEA Concept – a concept that helps millions of customers create a better everyday life!
Apply now!
JOB TYPE – Permanent, Full-time BENEFITS ELIGIBLE? Yes HOURS – Hours level, shift schedule, weekend hours? Candidate must be able to work retail hours based on the business needs of the location including week days, week nights, weekends and holidays. The ideal pay range for this role is $69,913 - $101,717 annually Whether you're part time or full time, we offer competitive benefits and perks, such as medical and Rx*, dental, vison, 401k, meal deal, store discount, autism coverage, parental leave, pet insurance, education assistance and more.
