Customer Relations Manager

Job Description WHO YOU ARE As a person you are passionate about people, business, IKEA's purpose and continuously driving better performance. You are energized by increasing customer value, driving business growth and contributing to overall success and results through people as well as motivated by leading and developing people. You should have experience of working in a management role within retail and taking responsibility for a large team. Ability to quickly gain and apply knowledge of the local market and business conditions. You should be a considered decision-maker with the ability to influence management colleagues and with ability to create a win-win situation when handling conflict situations and ability to understand the key principles of the shopping experience and customers expectations with experience of working within customer relations in retail. You should have Good understanding of the IKEA culture and values and experience of working in an IKEA store or an IKEA Customer Support Centre and experience of working in a unit management role in an IKEA organisation and with a proven ability to be an ambassador of the customer. You should have a sound understanding of business and a background gained from working in a customer-focused, fast-paced and multichannel retail environment and an experienced in creating and implementing mid-term plans, setting budgets and following up goals and Proven experience of being a valuable contributor to customer satisfaction and business unit results. You should be Self-reliant and motivated with a proven ability to work as part of a team as well as independently and self-confident and assertive with the ability to influence through the use of customer insights and you should have experienced in problem-solving and conflict-management with a proven record/experience of developing people and organisations and strong organisational skills and an ability to prioritise and an ability to communicate confidently and clearly in the local language(s) and English. You should have an ability to align customer needs and expectations with business needs and good communication, negotiation and influencing skills with an ability to find solutions for customer and operational issues. You should have good social skills with a high level of accessibility and an ability to make things happen with flexibility, speed and simplicity. You should have a solid understanding of the easy buying experience and cost and budget management with a proven leadership skills in a people-centric organisation and talent management, i.e. recruitment and development and change management and IKEA Brand, IKEA culture and values. Retail market customer insights, including sources with Relevant customer relations processes, tools and working methods and legal requirements and third-party contracts. YOUR RESPONSIBILITIES Your responsibilities will include: Ensure the customer focus and relevant business plans relate and come together in a local action plan that is operationally implemented and fulfilled. Drive a customer-focused culture throughout the complete market and secure an overall inspiring shopping experience where it is always for customers easy to shop. Ensure the building of business competence by supporting managers and team leaders in setting and working on relevant goals and agreed development plans. Influence the unit management team with customer insights that will allow it to base business decisions on customer expectations. Responsible for identifying and removing hindrances in order to secure an easy buying experience, a positive shopping experience and easy payment and after-sales fulfilment. Support commercial initiatives and priorities before, during and after the shopping experience. Identify and develop the many talents in the unit and within the department to secure succession planning. 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. Plan and determine which departmental resources and investments are required in order to achieve operational excellence in balance with customer expectations. Secure and monitor the department is working according to internal, global and national rules and policies, IKEA best practise and in accordance with local legislation. 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 WE ARE AN EQUAL OPPORTUNITY EMPLOYER: At IKEA, we value diverse backgrounds, perspectives, and skills. We are committed to providing coworkers with a work environment free of discrimination and harassment. We encourage individualism and invite you to come join our team and be yourself with us We are an Equal Employment Opportunity employer and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristic protected by law. All employment decisions are based on qualifications, merit and business need.