To ensure the creation of an unforgettable and rewarding experience (including services) across all channels and all customer journeys, so that customers will want to come again and again. To secure that the customer is at the centre of all key decision-making processes and that an excellent customer satisfaction is delivered and value for the customers is created.
Act as a member of the Country Management Team and proactively contribute to IKEA business plan, commercial plan and commercial calendar process. Lead the facilitation of a seamless shopping experience across channels to enable for extraordinary growth.
- Secure that the customer is at the centre of all strategies, decisions making, solutions, meeting the customer experience steps.
- Provide the front-line business operations with expertise, so that the customer is taken care of with quality and speed, across all journeys where needed.
- Responsible for country localisation in SOP which need to be aligned with IKEA Retail to secure consistency and compliance.
- Support the store audits (internal & external) Support and align any store / country operational issues including systems. Act as country super user to support store and end users.
- Follow up and identify continuous improvements to the customer experience journey, to deliver an excellent customer satisfaction, and maximize conversion in all touchpoints.
- Actively monitor customer satisfaction & sentiment in the country, markets, customer care center and CMPs; identify together with the respective leaders’ action plans to tackle root causes for dissatisfaction.
- Create collaboration across the country between customer care centers, stores and service partners on achieving operational excellence from a customer perspective (deliver IKEA's customer promises).
- Work across the organisation in customer journey improvement and development in close cooperation with IKEA Retail functions, leveraging on central solutions and initiatives.
- Pro-actively liaise with key stakeholders to secure the right prioritisation, localisation for IKEA Retail to support delivery of tools/systems. Work with IKEA retail stakeholders to align new process and system design before development takes place.
- Work closely with Expansion, cross functions for planning, IR2, work orders, operations flow and all that is needed for new stores and SISAN.
