Customer relations manager

Customer Relations Manager

Vacature omschrijving

What you'll need to have

PURPOSE OF THE JOB

To ensure a positive and joyful shopping experience for all IKEA visitors and customers by ensuring an overall customer easy buying process and a positive shopping experience, that the appropriate customer relations' processes and tools are implemented and the related strategies are translated into actions.

• Solid understanding of Customer Services and Customer Care in an Omni-channel environment
• Proven leadership skills.
• Ability to understand the key principles of the shopping experience and customers' expectations.
• Proven record/experience of developing people and organizations.
• Ability to quickly gain and apply knowledge of the local market and business conditions.
• Ability to influence management colleagues and to create a win-win situation when handling conflict situations.
• Ability to make thinks happen with flexibility, speed and simplicity.
• Experienced in creating and implementing mid-term plans, setting budgets and following up goals.
• Proven experience of being a valuable contributor to customer satisfaction and business unit results.
• Self-reliant and motivated with a proven ability to work as part of a team as well as independently.
• Self-confident and assertive with the ability to influence through the use of customer insights.
• Experienced in problem-solving and conflict-management.
• Good analytical skills, strong organizational skills and an ability to prioritize.
• Future national or International mobility.
• Ability to communicate confidently and clearly in English.

What you'll be doing day to day

• Ensure the customer focus and relevant business plans relate and come together in a local action plan that is operationally implemented and fulfilled.
• Drive a customer-focused culture throughout the complete market and secure an overall inspiring shopping experience where it is always for customers easy to shop.
• Ensure the building of business competence by supporting managers and team leaders in setting and working on relevant goals and agreed development plans.
• Influence the unit management team with customer insights that will allow it to base business decisions on customer expectations.
• Responsible for identifying and removing hindrances in order to secure an easy buying experience, a positive shopping experience and easy payment and after-sales fulfilment.
• Support commercial initiatives and priorities before, during and after the shopping experience.
• Identify and develop the many talents in the unit and within the department to secure succession planning.
• Establish and maintain service agreements with internal stakeholders (including customer support) and external partners in order to protect operational standards and help safeguard the IKEA culture.
• Plan and determine which departmental resources and investments are required in order to achieve operational excellence in balance with customer expectations.
• Secure and monitor the department is working according to internal, global and national rules and policies, IKEA best practise and in accordance with local legislation.