Customer Operations Specialist
7 days ago
WHO YOU ARE
- You are energized by driving business growth and contributing to overall success of IKEA through providing an excellent customer experience in all touchpoints.
- You have knowledge about the local market environment, expectations from customers today and tomorrow to secure that commercial and service offers meet customer demands and needs.
- You have strong problem solving and conflict handling techniques with an extensive knowledge of all aspects of the customer return and exchange process.
- You have formal qualifications in Marketing, Sales, Business/Finance or equivalent and a minimum 5 years of experience in customer experience operations or similar and delivering results.
- You deliver within the scope of tasks and perform with quality and speed by following up, measuring performance and capture learnings to improve planning and performance.
WHAT YOU'LL BE DOING DAY TO DAY
- Perform analysis of return and exchange operations and provide data driven advice to enable driving an improved experience for customers in all channels.
- Assess global ways of working and provide best practices with units/market to enable adaptation for the local market.
- Review routines and policies in all customer service related areas at all customer meeting points and identify areas for potential harmonization.
- Support the implementation of new activities and initiatives within customer store operations through PMO activities, status reports and performance analysis of projects/initiatives.
- Support the update and implementation of Customer Guidance and Ways to Shop in store through reviewing and creating new materials when needed.
- Build SME (Subject Matter Expert) competence of the internal IKEA Customer operations.
- Actively cooperate with all key stakeholders within commercial and beyond to secure integration, common focus and to maximize impact (for example Digital, CFF (Customer Fulfilment), Communications, Sustainability, BNOF (Business Navigation Operations & Finance), People & Culture).
- 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.
- Contribute operational expertise and insight to improve the return and exchange experience for customers in all channels.
- Review and routines and policies in all customer service store areas and channels and feed improvement areas to Customer Operations Leader.
OUR TEAM WITHIN IKEA
We are the ones meeting our customers - in our stores, online, in our catalogue and beyond. We have knowledge of the IKEA product range, local markets and customer needs and we constantly find new ways of making real connections with our customers to maximize sales and profitability. Together with thousands of colleagues around the world we’re a diverse team working for the continued global success of the IKEA Concept - a concept that helps millions of customers create a better everyday life
JUST SO YOU KNOW
In the IKEA world, this position is officially referred to as: Customer Operations Specialist
Please note: This position requires the submission of a satisfactory criminal record check. A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position.
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