Customer Relations Manager

PORPOUSE OF FUNCTION

To build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment by:

•  valuing and fulfilling customer needs and expectations thereby stimulating more and more frequent visits.
• understanding customer motivation and expectations, and play an active role in turning them into commercial opportunities.
• ensuring a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit.

This shall happen by working in partnership with all business functions to contribute to commercial growth.

WHY WE WILL LOVE YOU

How the right Customer Relations Manager´s profile should be?

• Sound understanding of business and a background gained from working in a customer-focused, fast-paced and multichannel retail environment.
• Experience of working in a management role within retail and taking responsibility for a large team.
• Experienced in creating and implementing mid-term plans, setting budgets and following up goals.
• Ability to quickly gain and apply knowledge of the local market and business conditions.
• A considered decision-maker with the ability to influence management colleagues.
• Ability to create a win-win situation when handling conflict situations.
• Ability to understand the key principles of the shopping experience and customers’ expectations.
• Experience of working within customer relations in retail.
• Strong organisational skills and an ability to prioritise.
• Ability to communicate confidently and clearly in the local language(s) and English.
• Good analytical skills.
• Interested in home furnishing.

YOUR RESPONSIBILITIES

What can you expect to do as a Customer Relations Manager?

• 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.
• 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.
• 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.
• Identify and develop the many talents in the unit and within the department to secure succession planning.
• Establish and maintain service agreements with internal stakeholders (including customer support) and external partners in order to protect operational standards and help safeguard the IKEA culture.
• Plan and determine which departmental resources and investments are required in order to achieve operational excellence in balance with customer expectations.
• Secure and monitor the department is working according to internal, global and national rules and policies, IKEA best practise and in accordance with local legislation.

• staff discount
• staff clothes
• staff restaurant
• extra 5 days of vacation
• flexible benefit package
• caffeteria (for Public transport, Leisure time vouchers,...)
• christmas gift, summer and winter party
• work anniversary and life events gifts
• trainings and development
• positive working environment
• modern and stable company with unique culture

IKEA je spoločnosť so švédskymi koreňmi ponúkajúca bytové zariadenie. V roku 1943 ju založil Ingvar Kamprad. Našou víziou je „vytvárať lepší každodenný život pre čo najviac ľudí‟.

Obchodnou myšlienkou je ponúkať široký sortiment funkčného bytového zariadenia s dobrým dizajnom za také nízke ceny, aby si ho mohlo dovoliť čo najviac ľudí. IKEA má celkovo 400 obchodných domov v 49 štátoch/oblastiach, z ktorých 44 obchodných domov vlastnia a prevádzkujú držitelia licencie mimo IKEA Group. Obchodné domy IKEA Group ročne privítajú 776 miliónov návštevníkov.