Country Remote Customer Meeting Point Manager

WHO YOU ARE

Do you want to drive extraordinary profitable growth and brand positioning, encouraging an excellent Omnichannel customer experience and lead a people movement?

To be successful we are looking for a person with a strong commercial background and big interest in commerciality, with the ability to maximize the potential of our Remote Customer Meeting Point. You should have 10-15+ years with an MBA or PG in Administration, Operations or Service excellence and a minimum 5 years in a senior leadership role leading large scale BPO , contact centers or Service delivery teams. Background in BPO’s , airlines, banking or ecommerce is preferred. 4. Familiarity with CRM tolls and AI would be an asset.

In this position, you are a role model of the IKEA culture & values. You have a passion for developing our business through people and you understand the importance of creating collaborative teams across your own organization and to co-operate with other parts of IKEA. In this role, we would like to see an entrepreneurial drive combined with a willingness to take calculated risks. You are eager to exceed goals and targets as well as a willingness to share responsibility with others. You should have the ability to lead org and digital transformations and an ability to lead during crisis management. You should be very high on customer centricity , communication skills and strategic thinking and value driven with a clear balance between deliverables and nurturing the IKEA culture

Where others see limitations, you find opportunities! You are performance driven and have speed when moving from plans to actions and when delivering results. Last but not least, you of course have a passion for home furnishing!

YOUR RESPONSIBILITIES

The overall assignment in this role is to drive Omnichannel profitable growth and brand positioning, maximizing sales as well as encouraging an excellent experience in an omni-channel environment.

Together with your team, you will create even more memorable and engaging remote meetings between us and our customers with new tools and ways of working and by launching new digital self-service tools that will simplify our customers' interaction with us.

You ensure high quality execution of all People processes securing performing, competent and engaged co-workers with the objective to be the best employer in your market. As a digital ambassador in the function, you embrace the omni-channel transformation in the market. By building networks with all relevant stakeholders in the local community as well as on the national and global arena in IKEA, you will be representing the IKEA market in the city where the unit is.

In this role, you will lead and develop the RCMP Management Team to achieve IKEA goals and standards, embrace innovation, lead transformation, built a performance culture and deliverer an efficient and profitable operation in line with the IKEA Concept to secure IKEA as the best home furnishing company.

Some of the specific key tasks:

• Enable omnichannel retailing at IKEA by establishing and integrating a RCMP to drive strategic profitable growth at Ingka

• Accountable for owning and setting the strategy and driving the development of a highly centralized RCMP in order to ensure business goals and differentiate IKEA in the market

• Secure competence in Remote capabilities, Strategic Direction, and business steering, across all RCMP unit in the country, ensuring a high performing organization

• Accountable for the creation of an operating model promoting RCMP as a remote sales, profit and resolutions unit in order to build critical omni-channel capabilities

• Initiate and drive a cohesive customer centric mindset throughout the organization enabling local relevance and cultivating a deep understanding of our customers

• Steer and drive an efficient and effective RCMP organization that supports broader Ingka goals, processes and principles ensuring full integration of the business with the rest of IKEA

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!