Business-minded and result-driven with a customer focus through strong involvement of the commercial team.
Experience of working in a commercial environment and in a customer-oriented business.
Ability to understand the key principles of the shopping experience and customers' expectations and needs.
Interest in peoples' everyday life at home and home furnishing.
Ability to lead a team with a large number of co-workers with significant seniority.
Passion for people and ability to engage the team by creating enthusiasm for your plans.
High leadership capabilities, including the ability to lead the business through the team and with the store Commercial Team.
Ability to make things happen, prioritize, and make decisions by championing flexibility, speed, and simplicity.
A considered decision-maker with strong interpersonal skills, capable of building trustful relationships and communicating in an inspiring way with the IKEA tone of voice.
Ability to identify business opportunities for improving customer experience.
Ability to follow up and measure performance, capturing learnings to improve daily work.
Broad knowledge of payment solutions in IKEA and the local market, competition, and multichannel customer behaviors (offline/online).
Broad knowledge of data analytics and KPIs (Payment Performance Dashboard, Shop&Go dashboard, etc.), and how data and insights about customer interactions can be translated into seamless solutions (iSay, Pulse CX, etc.).
Fluent in English and Italian.
What you'll be doing day to day
* Take responsibility for your department goals across all channels, ensuring your action plan aligns with country priorities and using proven solutions, customer feedback, and best practices.
* Guarantee an Omni Payment Experience by maintaining the check-out area in top condition, equipped, and with all payment solutions available.
* Work actively with the commercial team to ensure the best payment experience throughout the store.
* Lead the implementation of new digital solutions, ensuring all functions are involved for a successful rollout.
* Follow cash handling procedures to ensure money security.
* Monitor queuing policy and waiting times, taking actions to meet goals.
* Coordinate with People Planning to have the right number of competent co-workers in place, ensuring they are capable and available to deliver excellent customer service.
* Ensure your team has the right growth mindset, customer-focused attitude, knowledge about products and services, and can share this with customers to exceed expectations.
* Recruit, onboard, and develop your team, fostering engagement and planning for succession.
* Promote an open, sharing climate, act as a role model of IKEA values, and contribute to IKEA's transformation.
In Customer Relations, we build and retain long-lasting relationships with customers across multichannel retail, ensuring a positive and joyful experience for all visitors through attentive service and genuine interactions.
WORKING WITH US HAS ITS REWARDS
Being part of IKEA offers many benefits, including an inclusive culture driven by shared values and structured HR processes to support your growth.
As part of the team, you'll have access to:
* Structured HR support (onboarding, training, coaching, internal recruitment, etc.)
* Wellbeing offerings, including an Employee Assistance Program (EAP) for confidential support.
* Healthy and affordable food options in our corporate canteen.
* Employee discount : 15% on IKEA products for personal use.
* IKEA Vouchers for key life moments (marriage, cohabitation, birth, or adoption).
* Corporate discounts : access to discounts for travel, leisure, technology, and more.
* Bonuses : annual rewards based on contributions and business development.
WE CARE FOR PEOPLE
We value diversity of thought, background, and culture, welcoming candidates from all walks of life, recognizing and valuing their unique talents.
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