Customer Experience Manager

WHY WE WILL LOVE YOU
If you want to be a part of the creation of an unforgettable and rewarding experience across all channels and all customer journeys, so that customers will want to come again and again. Always securing that the customer is at the center, that customer satisfaction is delivered and creating value for our customers and IKEA. Then this could be something for you!


We are looking for you who are obsessed by increasing customer value and being the voice of the customers and consumers. You are getting energised by driving business growth and contributing to overall success of IKEA through providing an excellent customer experience in all touchpoints. You are driven by finding new ways to contribute to overall success and results through co-creation and co-operation with colleagues and other IKEA units. You are getting motivated by the IKEA Culture & values and the unique IKEA range You also realize and value the mix of strategic thinking and turning trends into effective strategies and impactful actions.


To succeed in this role, you have extensive, senior leadership experience, proven track record of strategic business planning and are well familiar with leading business transformations in a global, complex environment. For a minimum of 10 years you have been working with Sales, Customer Experience, Customer Care, Store management, Customer Support or Business Management.
You have achieved extensive knowledge of designing customer journeys and drive improvements, through operations, behaviors, services, to allow an excellent customer experience For this role, we would love to see candidates with additional experience from driving digitalization and digital transformation projects
YOUR RESPONSIBILITIES
As member of the Market Support Management team, you will be responsible for and lead the Customer Experience Centre of Expertise, Transform & drive an excellent customer experience leading to 100% happy customers for today and into the future, extraordinary profitable omni channel growth and brand positioning. You will contribute to the creation of the One IKEA BPL, always with the strong perspective of the customer.


As responsible for the Customer Experience Centre of Expertise (CoE) and its overall performance you will lead, coach and develop a competent, high performing and learning Customer Experience team as well as have Matrix responsibilities across the markets
Anticipating the future customer experience, you will define our customer ambition and establish a wished position for INGKA by co creating with our many business partners. Ensure that the right movements are capture and that the customer is at the centre of all strategies, initiatives, decision-making and solutions, to impact the way customers experience IKEA.


You will lead the transformation of the customer experience performance and identify continuous improvements to the customer experience journey, deliver an excellent customer satisfaction.


You will communicate and drive clear priorities to the markets, supporting them with interdependent ways of working and tools to enable them to translate strategic ambitions and unleash customer Omni channel experience excellence.


Furthermore, you will develop and lead the facilitation of a convenient and attractive omnichannel shopping experience, secure long-term customer satisfaction and best in class brand experience, to enable sustainable growth


Ensure the development of UX content and new solutions as well as collaboration, prioritization and business ownership for global digital tools/solutions that impact the customers’ experience of IKEA.
Identify and co-lead the development of new global Omni channel solutions based on customer/market needs, in close cooperation with Ingka Digital Unit.
OUR TEAM WITHIN IKEA
We deliver sustainable, extraordinary growth by creating a new, unique, inspiring and convenient meetings with the customers. We deliver an omni-channel experience that adds value to the many people and inspires a home furnishing movement.
QUESTIONS AND SUPPORT? LET'S CONNECT!
Do you have questions about the recruitment process? Please connect with Johanna Kelenc fridlund@ingka.ikea.com
Last day for applications is 3 of Decemeber.
We look forward to receiving your application!