總辦公室 Head of Customer Experience, Taiwan

1. People & budget: Lead people planning and the functional budget for Customer Experience – approval, forecasting and follow-up – in alignment with the Commercial Director to secure country and functional goals, measuring output in all areas for efficiency and performance excellence.
2. Commercial Team: Act as an active member of the Commercial Team, shaping the business plan, commercial plan and commercial calendar with a clear customer point of view and market input.
3. Omnichannel UX transformation: Lead the transformation of the customer experience for an omnichannel world – define the target experience and UX standards across store, web, app and remote channels, and drive a prioritised roadmap with Digital & eCommerce so customers move between channels without friction.
4. Voice of the customer: Secure that the customer is at the centre of all strategies and decisions – owning customer insight and satisfaction measurement across the full journey, and turning it into continuous improvements that lift satisfaction and conversion at every touch point.
5. Loyalty & customer relationships: Shape how loyalty is experienced by customers (e.g. IKEA Family) in close partnership with Marketing – bringing journey design, service and customer insight so that membership translates into repeat visits, retention and higher customer lifetime value.
6. After-sales experience: Set the experience standard for after-sales – returns, exchanges, claims, spare parts, delivery and assembly follow-up, customer support – and drive improvements with Customer Fulfilment and service partners to reduce customer effort, resolve issues first time and protect repurchase.
7. Tools, systems & data: Secure prioritisation among key stakeholders for the tools, systems and customer data that enable a better customer and co-worker experience.
8. Stores & front line: Act as matrix to the stores and give front-line operations the expertise, coaching and best practice to serve customers with quality and speed in every journey.
9. Team & function transformation: Lead, coach and develop a high-performing Customer Experience team, and transform the Customer Relations function into a proactive, data-driven, omnichannel service organisation – role-modelling the IKEA values in an open, sharing climate where co-workers are informed, engaged and empowered.
10. Interdependent leadership: Foster active cooperation across functions within and outside the Commercial Team – e.g. Marketing, Sales, Digital & eCommerce, Customer Fulfilment, Communications & Interior Design, IKEA for Business, Sustainability, Finance and HR – to secure integration, common focus and maximum impact.