WHO YOU ARE

• You know the market trends; customers aspirations and you fully understand the importance of further strengthening IKEA brand and our connection with the everyday lives of the many people.
• You are future oriented, you set and implement action plans, capable to manage multiple competing priorities, and influence in a matrix organization.
• You have a thorough knowledge of how data and insights about customer interactions with IKEA can be translated into seamless solutions.
• You have formal qualifications in Marketing, Sales, Business/Finance or equivalent.
• You have a minimum 10 years of experience in customer experience operations or similar and delivering results and a minimum 5 years of experience in leading and influencing co-workers.

A DAY IN YOUR LIFE WITH US

• Secure excellent operation in all customer meeting points and implement new ways of making in-store purchases.
• Manage and improve the return and exchange experience for customers in all channels.
• Adapt the global way of working to the market and share good examples within units/market to ensure best practices are maintained.
• Lead the implementation of new activities and initiatives within customer store operations.
• Establish a strong retail foundation in customer experience related areas and develop commercial review competence and performance.
• Act as matrix to the stores within customer operations and lead the implementation of BPL initiatives.
• Build SME (Subject Matter Experts) competence through understanding markets, consumer and total business operations.
• Actively cooperate with all key stakeholders within commercial and beyond to secure integration, common focus and to maximize impact.
• Contribute to the transformation of IKEA by being an active player in driving an open and sharing climate and a role model of our values.

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!

We are the ones meeting our customers – in our stores, online, in our catalogue and beyond. We have knowledge of the IKEA product range, local markets and customer needs and we constantly find new ways of making real connections with our customers to maximize sales and profitability. Together with thousands of colleagues around the world we’re a diverse team working for the continued global success of the IKEA Concept – a concept that helps millions of customers create a better everyday life!

Why you will love us

Here at IKEA, we want to ensure that we are creating a better everyday life for the many people, including our co-workers. We also believe that a job should be so much more than a job. That’s why we focus on having an inclusive work environment where we celebrate your uniqueness, live our values, and ensure that we walk the talk when it comes to co-worker development. In addition, we offer a comprehensive Total Rewards package to all co-workers including:

• Wellness days (in addition to your vacation days!)
• Extended health, dental, and vision coverage (for you and your family)
• RRSP with IKEA contribution matching options
• Eligibility for our annual IKEA bonus incentive plan
• Flexible spending account
• Life insurance
• Merchandise and restaurant discounts
• Parental leave
• Bereavement leave
• Employee assistance program (that helps you support your mental, physical, and financial wellbeing)

In the IKEA world, this position is officially referred to as: Customer Operations Leader