The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Singapore, Malaysia and Thailand – and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.
We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.
We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.
YOUR ASSIGNMENT:
- Contribute to IKEA business and commercial plans by analysing the customer journey to improve touchpoints, enhance satisfaction and conversion, whilst monitoring sentiment and collaborating with leaders to address dissatisfaction across markets and customer care centres.
- Collaborate with various stakeholders, customer support teams, and service partners to ensure a consistent, high-quality omnichannel experience across all departments, achieve operational excellence, and deliver IKEA's customer promises.
- Collecting and analysing customer feedback through surveys, reviews, and direct interactions across all channels to identify pain points, track satisfaction, and make informed decisions to improve the omnichannel customer experience
- Lead, mentor, and develop a high-performing team of customer care agents and team leaders, coaching them to achieve growth, profitability, and customer experience objectives whilst driving competence in customer centricity and omnichannel operations through tailored learning, commercial reviews, and addressing competence gaps.
- Set and track KPIs to measure customer experience effectiveness across all touchpoints and channels, evaluating performance to maximise efficiency and ensure excellence throughout the year.
- Enhancing the customer experience through innovation, technology, and optimized touchpoints, while collaborating with IKEA Retail functions to improve the customer journey using central solutions and initiatives.
- Engage with key stakeholders to ensure proper prioritization and localization of SOPs for country alignment, support store audits, address operational issues, and collaborate on new process and system designs before development.
- Ensure purchasing complies with the Procurement Policy by adhering to sourcing requirements and signed agreements.
YOUR PROFILE
Your knowledge, skills and experience include:
- Experience of working at a senior level and having a management role.
- Understanding the customer lifecycle and touchpoints across all channels to create seamless experiences, using insights, real-time interactions, and behaviour for impactful omnichannel shopping at IKEA.
- Expertise in analysing customer data, identifying trends, and using insights to drive omnichannel experience improvements across all touchpoints
- Understanding and knowledge of retail systems including ERP, POS, CRM platforms, and analytics tools.
- Ability to set strategic directions, establish KPIs, and track performance across omnichannel channels to ensure operational excellence
- Understanding of the complete customer lifecycle and the ability to collaborate with key stakeholders to enhance experiences across all channels
- Knowledge of current industry trends, consumer behaviors, and emerging technologies to ensure the customer experience remains relevant and competitive across all touchpoints in an omnichannel environment.