Resolutions Performance Leader

As a Resolution Performance Leader, you have to secure a strong continuous performance optimization of the Resolutions area globally within the operations in the Remote Customer Meeting Point (RCMP) by generating and following up on comprehensive action plans.

Your responsibilities:

• Set detailed action plans on group and country level for meeting targets and review performance in order to ensure clarity of opportunities and challenges and create a common view of future change and improvement efforts
• Plan and execute performance reviews, audits and improvement initiatives in order to identify improvement potentials
• Define and generate country by country roadmaps for changes in order to secure long-term performance improvement
• Identify and consolidate information and learning needs as well as feedback from countries, in cooperation with Remote Leaders, enabling prioritization and creation of roadmaps for learnings, thus securing content quality and high competence
• Define and prioritize continuous, incremental service and process improvement needs and initiatives within performance management and share these with group Remote Leaders and Experience Design in order to optimize performance and business outcomes
• Sign off change and improvement Experience Design initiatives from a timeline and resource perspective in order to secure feasibility
• Participate and contribute with input in group Remote team in order to secure excellent and aligned cooperation between all capabilities
• Ensure close collaboration with Core Area Managers and Commercial calendar team to secure an optimized remote meeting with the customer
• Ensure to stay connected with relevant stakeholders in group e.g. Customer Fulfilment, Selling and Customer, in order to secure alignment and a common agenda

Key proven skills:
• Minimum 3 years of experience as a leader
• Minimum 3 years of experience in assigned area with proven result
• Experience of orchestrating action plans/roadmaps in a large-scale organization
• Fluent in English
Your knowledge:
Strong knowledge of:
• creation and management of complex performance improvement plans in multinational retail environments
• the assigned area within retail and major industries
• the assigned area and its contribution to business growth
• the drivers of customer satisfaction, e.g. selling techniques and after sales, in an omnichannel environment
• project management
• Good knowledge of the contact center industry and in particular the assigned area within globally steered organizations
• High level of data/computer proficiency

LEADERSHIP CAPABILITIES
Leadership is everyone’s responsibility at IKEA. Leadership behaviors differ depending on your position and your level of leadership – leading myself, leading others, leading leaders and leading matrix partners.
Build Strong Relationships
Collaborate & Co-create
Create customer value
Lead with IKEA Values
Inspire & Clarify
Unleash Entrepreneurs



Please send your application in English only. We are looking forward to get-to-know-you soon! We warmly welcome your application!