Customer Relations Manager

To ensure a positive and joyful shopping experience for all IKEA visitors and customers. This includes in particular:

• Ensuring an overall customer easy buying process and a positive shopping experience.
• Ensuring that the appropriate customer relations' processes and tools are implemented.
• Ensuring the related strategies are translated into actions

Activities:

• 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 in a multichannel retail environment
• 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 and a “First Time Right” mind set
• 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 in line with Commercial Review requirements
• Identify and develop the many talents in the unit and within the department to secure succession planning.
• Plan and determine which departmental resources and investments are required in order to achieve operational excellence in balance with customer expectations.

Your profile

Motivation:

• Be passionate about customers and act to ensure a positive shopping experience.
• The IKEA values truly reflect personal values.
• Passionate about leading business through people.
• Enjoy working in a fast-paced and future-oriented retail environment.
• Passionate about home furnishing, people's life at home and the IKEA range of products and services.

Knowledge:

• A solid understanding of all aspects of the IKEA multichannel shopping experience at the various touch points in order to deliver a high level of service
• Solid understanding of the easy buying experience.
• Competition and their service offer
• Life at home
• Cost and budget management.
• Proven leadership skills in a people-centric organisation.
• Talent management, i.e. recruitment and development.
• Change management.
• IKEA Brand, IKEA culture and values.
• Retail market customer insights, including sources.
• Relevant customer relations processes, tools and working methods.
• Legal requirements and third-party contracts
• Passionate about growing and developing business, by supporting and acting to ensure the work impacts customers in a positive manner

Capabilities:

• Ability to align customer needs and expectations with business needs.
• Good communication, negotiation and influencing skills
• Ability to find solutions for customer and operational issues.
• Good social skills with a high level of accessibility.
• Ability to make things happen with flexibility, speed and simplicity.

This position is based in Mexico City (Oceanía) and offers a rare opportunity to be part of the establishment of IKEA in a whole new market. You will get a chance to push boundaries and influence the direction of IKEA in Mexico. All as part of a caring and open culture where we live our values, work hard, have fun and operate with a long-term perspective.

Because here opportunities arise and growth follows.

If you are interested to be part of our team please apply here!

https://www.ikea.com/mx/es/