Shopping Experience Manager

4 weeks ago

Richmond, Canada IKEA Full time

What you'll need to have
- You are passionate about people, business, IKEA’s leadership approach and continuously driving better performance.
- You know what it’s like to work in a matrixed organization where you have multiple internal and external stakeholders, whom you must partner with regularly.
- You have minimum of 5 years customer experience/ support or equivalent managerial experience with strategic business planning and multichannel customer journeys.
- You are totally cool with working in a physically demanding, fast-paced, environment and being the voice of the customers and consumers within the business.
- The behaviours of the many people and the trends that influence them fascinate you
- you appreciate the mix of strategic thinking and turning trends into practice to exceed customers’ expectations with outstanding service and support.
- You have in-depth Knowledge of how data and insights about customer interactions with IKEA can be translated into seamless solutions resolving and recovering a suboptimal customer experience.

**A day in your life with us**
- Responsible for the facilitation of a seamless shopping and buying experience across touchpoints, with the goal to provide the customers possibility to shop “anytime, anywhere, using any device”.
- Develop the customer shopping experience strategy, translate this into a roadmap and define strategic priorities for experience development initiatives.
- Lead an “outside-in” approach throughout, using customer and competitor insights, trends and future needs to identify opportunities to develop the customer experience end to end.
- Gather input to understand customer pain points and proactively identify mitigations to drive extraordinary growth, through development and improvement of tools and sharing best practices.
- Proactively promote customer centricity in the future direction of market support to improve accessibility, convenience, and ensure a remarkable IKEA experience for all customers.
- Act as a business expert in relevant agile teams within the digital unit in order to provide business expertise in digital product and solution development for sales, marketing, as well as CX related topics.
- Provide expert input on market needs and feedback from markets and customers in alignment with commercial & BPL priorities and guidance on how to prioritize features for development.
- Support in creating an easy buying process and improve sales conversion by sharing expertise, tools and best practices on sales optimization, pricing, customer finance and customer care services.
- Lead, coach and develop a competent and high performing shopping experience team that will strongly contribute to reach the common objectives and goals (e.g. growth, profitability, brand positioning, and customer experience).

**Together as a team**

At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people

JUST SO YOU KNOW

In the IKEA world, this position is officially referred to as: Shopping Experience Manager.

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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