Easy Buying Manager

At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people!

Responsibilities

You contribute to the creation and operational implementation of the local customer relations' action plan; You support a customer-focused culture throughout the complete unit and ensure an overall easy buying experience; You contribute to the building of business competence by supporting co-workers in their efforts to improve according to agreed development plans; You implement the global solutions, services and tools that support self-service and self-choice during the complete buying experience; You implement and follow up on the activities identified to remove hindrances and secure a customer-focused easy buying experience; You ensure the efficient and cost-effective execution of the IKEA exchanges and returns policy and a customer-friendly handling of complaints; You provide an inspiring and motivating direction for the team and its individual members to ensure development and succession; You provide input to the service agreements and contracts with internal and external partners, such as the Customer Support Centre and support co-workers in executing those; You ensure balanced operational excellence in daily operations to enhance the easy buying experience.

Requirements

You are passionate about customers and act to ensure a positive shopping experience; You have the IKEA values truly reflect personal values; You have solid understanding of all aspects of the home-to-home shopping experience; You have ability cost and budget management; You have proven leadership knowledge in a people-centric organisation; You have good communication, negotiation and influencing skills; You have ability to find solutions for customer and operational issues; You have ability to work independently and reliably on agreed working methods; You have good attention to details by being persistent, structured and accurate.