Customer Experience Manager, IKEA Sukhumvit

IKEA (Bangkok, Bangkok City, Thailand)

Bangkok, Thailand

The IKEA vision is to create a better everyday life for the many people. Our business idea is to offer well-designed, functional and affordable, high-quality home furnishing, produced with care for people and the environment. The IKEA Brand unites more than 200.000 co-workers and hundreds of companies with different owners all over the world. It’s one brand, but it reaches millions of hearts and homes. Our value chain is unique. It includes everything from product development, design, supply, manufacture and sales – and of course it begins and ends with our customers.

About this position

As Customer Experience Manager, you will ensure a positive and joyful shopping experience for all IKEA Sukhumvit visitors and customers.

Responsibilities

• Drive a customer-focused culture throughout the complete store and secure an overall inspiring shopping experience where it is always for customers easy to shop.
• 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.
• Implement global IKEA solutions, services and tools that support easy and fast check out, and a safe and secure working environment.
• Ensure a customer-friendly, efficient and cost-effective execution of the payments process.
• Ensure operational excellence in daily operations in order to enhance the easy buying experience.
• Analyse customer feedback to identify the root causes of issues which impact negatively on the service we offer to our customers.

Requirements

• You have solid experience working in a customer-service role and a fast-paced retail environment.
• You are able to understand customers’ emotional needs and translating them into implemented commercial solutions.
• You have a good understanding of all aspects of the IKEA multichannel shopping and easy buying experience at the various touch points.
• You are familiar with the IKEA customer relations processes, tools and working methods, payment solutions and after sales service.
• You have strong interpersonal and communication skills that enable you to build rapport with customers.
• You are a strong team player who value togetherness, is committed to your role and possess a strong customer serviced focus mind-set.