Customer Manager

"You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you.

A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share. Join the team and start a better life for yourself."

Location

Employment type

Full Time Permanent

Department

Customer Relations

Deadline

Mobility support

Domestic

Apply now

We are excited to announce the launch of our second physical Customer Meeting Point (CMP) in Delhi — a Small Store located in a key high potential cluster in the heart of Delhi - South Central

Following the successful opening of IKEA Pacific in West Delhi, this centrally located store marks a key stepping stone in strengthening our market penetration and becoming more accessible to our customers across the city.

Together, both stores will deliver a seamless omnichannel shopping experience, help us build a strong and loyal customer base, and lay the foundation for future expansion across Delhi NCR and Northern India.

• 3 years experience in leadership and people development
• Experience of being a valuable contributor to customer satisfaction
• Experience in problem-solving and conflict-management, developing organizations.
• Understanding of IKEA business and a background gained from working in a customerfocused, fast-paced and multichannel retail environment.
• Firm knowledge of cost and budget management.
• Good understanding of talent management, i.e. recruitment and development.
• Good knowledge of Change management tools and processes
• Good level of knowledge of legal requirements and third-party contracts
• Understanding of safety & security requirements, speaking partner for officials and authorities
• Knowledge about food business
• Good analytical and communication skills

Your responsibilities

• 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.

• Influence the store team with customer insights that will allow it to base business decisions on customer expectations.
• Responsible for identifying and removing hindrances to secure an easy buying experience, a positive shopping experience an easy payment and after-sales fulfilment.
• Support commercial initiatives and priorities before, during and after the shopping experience.
• Establish and maintain service agreements with internal stakeholders (including RCMP) and external partners to protect operational standards and help safeguard the IKEA culture.
• Plan and determine which resources and investments are required to achieve operational excellence in balance with customer expectations.
• Secure and monitor the store is working according to internal, global and national rules and policies, IKEA best practice and in accordance with local legislation. Collect and synthetize consumer, customer, brand and internal data to contribute with recommendations and decisions to improve and to develop customer service.
• Provide relevant consumer and customer insights to the store team to initiate and support problem solving and find solutions to improve customer shopping experience.
• Responsible for the development of excellence in the customer experience including all services and HCS / Pulse CX.
• Champion the delivery of a seamless, convenient and rewarding end to end shopping experience to maximize conversion and selling more across all channels.
• Actively cooperate with all key stakeholders within commercial and beyond to secure integration, common focus and to maximize impact for our customers.
• Responsible for customer experience in the store, seamless and convenient check-out and IKEA Food business (Swedish bite)
• Contribute to the implementation of global and national food safety compliance standards to secure a safe environment for customers and co-workers.
• Ensure that retail foundations and sales steering tools, food safety and Swedishness are in place to optimize commerciality
• Contribute to the creation and implementation of the IKEA Retail Food business plan and food action plans
• Ensure the customer focus and relevant business plans relate and create the local action plan accordingly that is operationally implemented and fulfilled.
• Lead, coach, develop the full team promoting individual growth and competence and secure a high performing team and a strong collaboration across the store.
• Ensure the building of business competence by supporting managers, leaders and team members in setting and working on relevant goals and agreed development plans.
• Identify and develop the talents in the unit and within the department to secure succession planning.
• Establish and maintain service agreements with internal stakeholders, across the market, with SO, RCMP and external partners to develop efficient operational processes and promote IKEA culture and values.
• 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.

Together as a team

To drive sales growth and sustained long-term profitability, by providing an outstanding shopping experience and establishing and retaining a life-long relationship with existing and new customers. This is achieved by working in partnership with our customers and other functions to:

• Secure an easy buying process from home to home
• Understand and match customers' needs and expectations now and in the future.
• Secure always strong customer focus as priority.

The aim is to motivate our customers to shop with us more frequently because they trust us to make their shopping experiences successful and their visits worthwhile. Being the voice of the customers in the store and secure that all store team members understand the importance of our customer centric approach. Every customer counts.

This opportunity is only for Internal Candidates.

Let's create the future of home furnishing together

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.