Country Services Experience Specialist
Vor 2 Tagen
WHO YOU ARE
As a person you are passionate about people, business, IKEA’s purpose and continuously driving better performance. You are energized by driving business growth and contributing to overall success of IKEA through providing an excellent customer experience in all touchpoints.
- You have experience from retail, and from working with multichannel customer journeys and customer support.
- You worked in Marketing, Sales, Business Management, Customer Experience, Customer Fulfilment or equivalent.
- You also have strong interest of collecting and analyzing performance market insights including competitor monitoring relevant for service business.
- You have a good foundation of the service business, from creating the offer to sourcing and execution.
- You have experience from working with multichannel customer journeys and customer support.
- You have experience in planning, driving output and measuring performance.
- You are self-going, with analytical experience using excel, databases, dashboards and a passion to develop our customer experience.
YOUR RESPONSIBILITIES
In the role as Country Services Experience Specialist, you are responsible for optimizing sales growth and customer experience through all kind of services at different customer meeting points to secure an excellent end to end experience.
You will:
- Support Services Experience Leader to design and define of the complete services offer including planning, selling and fulfilling, designing, financing, family friendly related to securing great customer experience throughout Customer Journeys at different customer meeting points
- Proactively work with Consumer and Customer Insights, Selling and Customer journey team to take customer centric approach in developing the services offer
- Responsible for liaising and being sparring partner to CFF (Customer Fulfilment), IMS (Indirect Material and Services) and Finance to secure the procurement and implementation of the Services
- To engage all stake holders to ensure the capacity development, quality performance of all services
- Build SME (Subject Matter Experts) competence through understanding markets, consumer and how to develop the services business
- Actively cooperate with all key stakeholders within Commercial and beyond to secure integration, common focus and to maximize impact (for example Digital, CFF (Customer Fulfilment), Communications, Sustainability, BNOF (Business Navigation Operations & Finance), People & Culture)
- 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)
TOGETHER 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
QUESTIONS AND SUPPORT? LET'S CONNECT
For this fulltime position we offer you a monthly gross salary starting from € 2.591 (on fulltime base with an ALL-IN contractual agreement). We are willing to pay more depending on experience and qualification.
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