WHAT YOU'LL NEED TO HAVE
• Solid understanding of all aspects of in store customer experience.
• Good knowledge of the retail omnichannel reality and of how consumer acts, feels and behaves.
• Broad knowledge of data analytics, operational plans (cost and budget management included) and goals.
• Strong and proven leadership in manage team and all stakeholders
• Sales background and strong commercial attitude
• Ability to make things happen, priorities and make decisions by championing flexibility, speed and simplicity.
• Ability in communicating in an inspirational way
• Ability to identify opportunities for improving customer experience
• Ability to follow up and measure performance of output and capture learnings to improve planning and performance moving forward.
• Ability to understand the key principles of the shopping experience and customers' expectations.
• Fluent knowledge of Italian and English
WHAT YOU'LL BE DOING DAY TO DAY
• Take responsibility for your department goals in every channel and secure that your action plan ensures the country priorities are implemented and follow up. Use proven solutions, knowledge of customer service operations and good examples.
• Secure all processes to support customers to access the store (opening hours, car park layout, parking flow, traffic and customer guidance in the parking, sustainable access etc).
• Secure all processes to make customers feel welcome (Welcome Hub and active Greeter).
• Simplify the customer journey by implementing and updating Customer Guidance, Ways to Shop, solutions and tools that support self-service and self-choice during the complete shopping experience.
• Promote family friendliness and contribute to a unique and enjoyable day out for the entire family, creating more reasons to come
• Secure all process to ensure mechanical sales and to keep the store in shape as new and ready for customers: guarantee a strong retail foundation to better meet all the customer needs and improve the Customer Experience.
• Be responsible to reducing waiting times throughout the store.
• 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.
• Ensure your team has the right growth mindset and customer focused attitude, the correct knowledge about the product range and the IKEA services.
• Recruit, onboard & develop your team 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.
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
WORKING WITH US HAS ITS REWARDS
Being part of the IKEA team has many benefits. You'll be part of an inclusive culture, driven by values and your growth will be guided by structured HR processes.
As part of the team you'll have access to:
• Structured HR processes to support you in your growth (onboarding, training, coaching sessions, internal recruitment opportunities, etc)
• Wellbeing Offering, including an Employee Assistance Program (EAP) that provides you with immediate and confidential support for any concerns related to your daily life.
• Healthy and affordable food: you will have access to a corporate canteen and will be able to enjoy a complete meal for just over 1€
• Employee discount: 15% on the purchase of IKEA products for personal use
• IKEA Vouchers for the most important moments in your life (marriage, cohabitation, birth or adoption of a child)
• Corporate discounts: you'll have access to portal dedicated to our co-workers to enjoy discounts for different activities such as travel, leisure, technology and more
• Bonuses: we believe that everyone's contribution is needed to achieve (and exceed) our goals. Every year all the co-workers can be rewarded for how we develop our business together
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, pregnancy and ability.
📌 Store Customer Experience Leader
🏢 Ikea
📍 Roncadelle