WHAT YOU'LL BE DOING DAY TO DAY
- Take responsibility for your department goals in every channels and secure that your action plan ensures the country priorities are implemented in your store. Follow up and act accordingly by using proven solutions, knowledge of customer service operations and good examples.
- Create and implement the local customer relations' action plan by identifying root causes of resolutions cases, using customer insights and needs and actively cooperate with all key stakeholders within commercial and beyond to secure integration, capacity development, quality performance of all services.
- Lead the deployment at local level of the country complete Services Offer (including planning, delivery, assembly, financing) steering towards a profitable and sustainable growth. Contribute to further development of the offer, by sharing local needs with the central function.
- Secure proactive communication of the full services offer in all relevant media and communication channels, following country directions.
- Secure that global and local solutions (working methods and tools to support a simple and smooth customer journey) are implemented in a successful way and follow ASR and compliance.
- Ensure the efficient and cost-effective execution of the IKEA exchanges and returns policy and a customer friendly handling of complaints also through data driven approach
- Act as key operational point of contact to Remote Customer Support Centers (RCMP) and provide input to the service agreements and support co-workers in executing those.
- Proactively work with People Planning department to have the right number of competent co-workers in the right place at the right time securing that they are fully able and available to guarantee the best customer experience to our visitors and offer a professional service
- Ensure your team has the right growth mindset and customer focused culture and attitude, the correct knowledge about the services strategy and working routines for proper customer resolution
- Recruit, onboard & develop your team, its individual members, and their talent to have engaged co-workers and ensure a succession planning.
- Be an active player in driving an open and sharing climate, be a role model of the IKEA values and contribute to the transformation of IKEA
- Be an active player in working on sustainability services within customer through ensuring sustainability priorities are reflected across service offering (e.g. Circularity in range, recycle possibilities).
WHAT YOU'LL NEED TO HAVE
- Broad knowledge of how consumer acts, feels and behaves throughout the customer life cycle and critical pain points connected to and between customer care, with the aim of translating it into seamless solutions in all touch points
- Broad knowledge about the local market environment, expectations from omnichannel customers today and tomorrow to secure that commercial and service offers meet customer demands and needs
- Extensive knowledge of the service business process, from creating the offer to sourcing and execution
- Extensive knowledge of customer service (including: all aspects of the customer return, churn and exchange process), problem solving and conflict handling techniques
- Broad knowledge of data analytics, operational plans (including cost and budget management) and goals, as well as continuous follow up on store KPIs
- Broad knowledge of IKEA tools, processes and cycles
- Broad knowledge of IKEA concept, brand objectives, values and vision
- Strong leadership capabilities including ability to lead the business through the team and with the other store’s stakeholders, finding solutions for customer and operational issues
- Ability to work independently and reliably on agreed working methods and able to implement solutions quickly.
- Ability to make things happen, priorities and make decisions by championing flexibility, speed and simplicity.
- Good attention to details by being persistent, structured and accurate.
- A considered decision-maker thanks to strong interpersonal skills with the ability to build trustful relationships, through good communication, negotiation and influencing skills.
- Ability to follow up and measure performance of output and capture learnings to improve planning and performance moving forward.
- Good knowledge of Italian and English languages.
WE CARE FOR PEOPLE
At IKEA we cultivate an inclusive work environment where everyone feels welcomed, accepted, respected, acknowledged for its uniqueness and where we work together in a supportive climate regardless age, gender, religion, sexual orientation, family situation and ability.
Our recruitment process may include recorded video interviews, digital platforms, and assessments (e.g., logical–numerical or aptitude tests). If you have a disability or any specific needs you’d like us to be aware of, please feel free to share this with us during your first contact with our recruitment team. We’ll make sure you receive the support and accessibility you need to fully engage in the process.
WORKING WITH US COMES WITH ITS BENEFITS:
Joining the IKEA team means working in an inclusive, values-driven environment where your growth is supported by structured and tangible HR processes. As part of the team, you can count on:
- Structured professional development paths, including a dedicated onboarding programme, training, coaching and internal mobility opportunities.
- Wellbeing programmes, including the Employee Assistance Program (EAP), which provides immediate and confidential support for personal situations or everyday life challenges.
- Healthy and affordable staff catering, with access to the in-store canteen at subsidised rates.
- A 15% co-worker discount on IKEA products for personal use.
- IKEA vouchers to celebrate life's most important moments (marriage, cohabitation, the birth or adoption of a child).
- Dedicated corporate benefits through an exclusive co-worker portal, offering discounts on travel, leisure, technology and much more.
- An annual bonus scheme, because we believe success is built together: every year, co-workers may be rewarded based on the results achieved as a team.
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!