GLOBAL SALES LEADER (CUSTOMER SUPPORT), GROUP MARKET SUPPORT

WHO YOU ARE
As a person you are passionate about retail sales. You understand the behaviours of customers and motivated to find new ways to help them buy from IKEA, exceeding the customers’ expectations and reaching set sales goals. You understand the behaviours of people and motivated by developing and supporting others to reach set goals. You can build trustful relationships to coach and influence colleagues in an inspirational way to achieve collective objectives. We believe your backpack consists of: • Expert sales knowledge within retail, preferably global brands • Strong knowledge of omni-channel sales, sales techniques, and drivers • General knowledge of conversational and social commerce • General knowledge of the contact centre industry and in particular sales operations • General knowledge of how to drive sales outcomes in globally steered organisations • Formal qualifications in Sales or equivalent • Minimum 5 years of experience in sales functions with proven results • Minimum 5 years of experience as a Leader Your backpack is our wish list! If you don’t recognise yourself in all these points, you might still be an excellent candidate for the role. We like to think long-term and invest in people’s development together with us.
YOUR RESPONSIBILITIES
As a Global Sales Leader you will be responsible for: • Leading the Pre-Sales area within Sales in the Remote Customer Meeting Point (RCMP) (example: chat (proactive and reactive), social media and P2P) • Working collaboratively with a team of peers in the Sales team at the Group level who will each own an assigned area or sales capability to secure excellent and aligned cooperation • Developing pre-sale customer journeys across channels (phone, chat, social) to convert enquiries to planning appointments and/or sales, exceeding customer expectations and maximizing sales growth for IKEA countries • Planning and executing performance reviews with countries, conducting audits, consolidating input, and implementing feedback to create sustained positive change and improvement with the customer journeys and sales outcomes • Steering and prioritizing identified continuous, incremental service and process improvements cooperating with Group Experience Design to optimize sales opportunities • Validating knowledge and learning needs of the sales co-workers in country to maintain quality that enables high competence and sales outcomes • Securing performance management standards are upheld and improved by supporting relevant stakeholders to enhance country sales performance • Establishing and maintaining integration and close collaboration with relevant stakeholders at Group and country level to secure an efficient and aligned running business to optimize the IKEA omnichannel journey
OUR TEAM WITHIN IKEA
At IKEA our mission is to help the many people live better everyday lives in their homes, in their communities and on this planet we all call home. We are committed to making IKEA more accessible, affordable, and sustainable in everything we do. We are transforming how we meet our customers across all touchpoints to be seamless, effortless, and enjoyable. And we know that customers love to interact with IKEA in many ways. Connecting with IKEA remotely has never been more important to us to allow our customers to be inspired and think of the many ways IKEA can help them live a better life. We also know that our customers demand increasing levels of accessibility from wherever they are and that has led to creating a transformed and very capable remote customer channel at IKEA (Remote Customer Meeting Point). Our vision is to create a better everyday life for the many people. The values are the foundation of our work. By living them, we form the unique IKEA culture where team spirit and togetherness are key (https://about.ikea.com/en/about-us/ikea-culture-and-values)