Customer Experience Specialist

WHO YOU ARE
You have a passion for Customers and people’s life at home and retailing as well as a desire for creating the future IKEA. Increasing customer value and exceeding customer expectations motivates you and you are energized by contributing to overall success and results through collaboration. Furthermore, you are inspired by working together in in an ever-changing multi-dimensional environment and by finding new ways through co-creation with colleagues and other IKEA units. Also living the IKEA culture and values is naturally a motivation of yours.
For this role you have proven advanced training in Food, Sales, Comin, Customer Management or equivalent. You have a minimum 5 years of working experience as a Shopping experience/Customer experience/relations Manager in a Customer Meeting Point (CMP) People with experience in Country positions will be considerate as a plus. We believe you have experience of implementing the Retail Establishment process as well as experience in leading a multi-faceted high-volume business in complex environment. Digital retail solutions and multichannel retail competence would be another knowledge of yours. In addition, you possess proven strong interpersonal skills and multicultural experience.
You have knowledge in following areas:
• IKEA concept, brand objectives, values and vision
• implementation of the Retail Establishment process
• how to meet the customers in a multichannel environment
• standard operations in the Customer areas
• customer journey / Customer Experience Map
• customers living situations in different areas around the world as well as their needs and frustrations in their everyday life at home
• how to welcome customers in a retail environment, customer navigation, payment, service offer and areas, ways to shop communication, buying process, shopping tools, IKEA FAMILY, Children experience, customer convenience, etc.
• how to analyse data from digital sources to gain insights of IKEA customers for business purposes and decision making
• how to steer the customer to the right products or services according to their needs in a digital environment
As a person you have a creative mind-set with ability to encourage creative ideas and perspectives that add value. You have a good analytical capability and ability to apply tactical and operational skills. You aspire to apply new methods, digital systems and processes to improve performance and you understand customer needs in order to challenge common ways. Also you have the spirit to communicate and present clearly within specific area of expertise with IKEA tone of voice. In addition you have the ability to work and perform with flexibility and simplicity.
YOUR RESPONSIBILITIES
The main aim in this role is to be responsible to support the planning design of retail spaces and home furnishing solutions for the new CMPs and major rebuilds based on our most recent home furnishing and merchandising solutions with focus on the customer support areas, customer convenience, customer navigation, ways to shop, buying process and services for an overall seamless and convenient shopping experience.
You will:
• drive an open and sharing climate, being a role model of the IKEA values
• collaborate with other stakeholders within IKEA Ingka and CBF.
• Support the design of the retail spaces and solutions of the new Customer Meeting Points (CMPs) and major rebuilds, with focus on the customer support areas and the overall customer experience base on the customer journeys, to drive growth and broadening customer base
• ensure efficient and operational CMPs that enable access to the whole range and services in a multichannel retail world of IKEA.
• secure a seamless experience across the channels in the identified market and CMP development including services and digital.
• be responsible for delivering a large portfolio of projects within expected quality, time and budget, by designing retail solutions in collaboration with the markets and Inter IKEA Systems
• contribute to the development of business opportunities, new technologies and innovations as well as ensure that the latest developments are utilised
• be at the forefront of new solutions and new technology in order to optimise customer experience and efficiency of CMPs
This role is based in Malmö and will report to the Customer Experience Planning Manager.
ABOUT THIS WORK AREA
With the customer at the heart of everything we do, Group Expansion takes responsibility for strategic expansion planning enabling penetration of existing and new markets. We take the lead for business development of existing and new customer meeting points. We act on business needs and empower the markets to maximise accessibility, implement our retailing concepts and fully utilise our assets in the new world of IKEA – all at lowest cost, with economy of scale and sustained profitability.
QUESTIONS AND SUPPORT?! LET`S CONNECT!
If you have questions regarding the recruitment process, please feel free to contact Recruitment coordinator Sofie Skarlöv at sofie.skarlov1@ingka.com
Please note that for one of the openings we have a preferred candidate and for the other openings previous IKEA experience is highly evaluated.