You have broad knowledge of IKEA concept, brand objectives, values and vision as well as in IKEA tools, processes and cycles as well as of operational plans and goals including follow up on KPIs. In addition, you have broad knowledge of how consumer acts, feels and behaves throughout the customer life cycle in a multichannel retail environment to apply the insights in the shopping experience design in all touchpoints as well as broad knowledge of how data and insights about customer interactions with IKEA can be translated into seamless solutions. Broad knowledge of how to optimise the customer experience across physical and digital touchpoints and content to increase the likelihood that customer visits convert to sales and returning customers is needed. This includes broad 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 possess strong change management skills and know how to apply these in an extremely ambiguous environment requiring cross functional collaboration.

For this role we believe you have minimum 10 years of experience in Customer Experience Management or similar and delivering results as well as minimum 5 years of experience in leading and influencing co-workers and teams. Further, you have experience from retail, preferably home furnishing sector, working with multichannel customer journeys and customer support.

You have ability to understand the complexity of IKEA business and the role of Commercial as an integrated part of the business. Furthermore, you have strong ability to lead and relate while communicating in an inspirational way with IKEA tone of voice as well as ability to take a holistic view of a global organisation and identify business opportunities accordingly.

In the role as Country Customer Journey Leader, you are responsible for representing the customer voice, needs and expectations as well as for leading the creation of simple seamless and rewarding end to end journey in different customer meeting points. Furthermore, the responsibility includes to align and influence all stakeholders to work with a customer centric approach and to monitor the effectiveness and efficiency of customer journey and secure continuous improvement.
You will:
? Be responsible to create an unforgettable and rewarding experience, including services across all channels, to inspire customers to return and become regular customers
? Responsible for implementing CEM (Customer Experience Management) application in the organization
? Measure customer satisfaction of the customer journey in order to identify opportunities for improvement of journeys both on- and offline as well as pre-during-post journey
? Identify and improve journeys and linked internal processes
? Lead the development of excellence in all journey steps including all services
? Be responsible for implementation planning of BPL initiatives related to customer journeys
? Act as a member of the Customer team and proactively contribute to improving the customer experience in order to deliver to the common objectives and goals
? 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)
? Continuously monitor and review the customer journey in order to identify improvement areas
? 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

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