ABOUT THE JOB

I am the customers’ voice in my store. I influence my team and colleagues by showing them how we can work together to make a better shopping experience for all our customers. My driving passion is to create an enjoyable and successful shopping experience in my store and encourage our customers to return more frequently, and buy more over time.

YOUR ASSIGNMENT Your tasks will include

Customers

• I lead and manage my team and work with colleagues to understand our local competitor service offers, our customers’ shopping behaviours and their living situations, and use these insights to improve our customers’ shopping experience.

• My priority is to work with my team to secure an easy buying process that will make it easy and convenient for our customers to shop at all times throughout the day and encourage repeat visits to the store.

• I ensure all the IKEA shopping tools are in place, in the right quantity and functioning effectively.

• I work with my team and other functions to promote and encourage a customer-focused culture throughout the store to ensure we are first choice for home furnishings and destination for the whole family.

• I always look at our store through the eyes of our customers and walk the shop floor during different times throughout the trading day. I use this opportunity to talk to my co-workers, giving input and encouraging their feedback.

• I regularly meet with our customers to learn from their experiences, ideas and views in order to improve the home to home shopping experience.

• I analyse feedback from our customers and work with my team and other functions to make improvements to our customers’ shopping experience by securing an easy buying process throughout the store.

• I ensure within our store we take a responsible, understanding and friendly approach to customer complaints using the generous return policy in our country, to handle both effectively and efficiently.

• I ensure fast and easy payment processes in my store.

• I take responsibility for ensuring customer guidance throughout the store is clear and up-to-date, and use customer feedback to implement changes that reflect their changing needs.

• I ensure we build strong customer relations over time by optimising the potential of our loyalty programs.

• I monitor waiting times and work closely with my team and other functions to improve scheduling throughout the store to reduce waiting times. I also have solutions in place to handle unexpected increases in waiting time.

• I work with my team and the store team to ensure they make the total store experience family friendly and understand the positive impact this has on our business.

• I use the knowledge and expertise of my country customer relations manager to support me in making improvements to our customers’ satisfaction.

• I collect, analyse customer data and draw conclusions and share them with my country customer relations manager, other store customer relations managers in my country and my colleagues in the store to secure improvements to our long-term customer satisfaction.

• I ensure our store is always a safe and secure environment for visitors and co-workers.
  

Commercial/Business

• I lead and manage my team and work with my colleagues in other functions to optimise the relationship with our customers in order to drive sales growth and sustained, long-term profitability. I do this by:

• Co-operating and influencing the commercial team, my team and other support functions to ensure that they understand the customer’s perspective when implementing new solution and evaluating exiting ones.

• Knowing my local market and working with the commercial team to support commercial activities, which will convert more visitors to customers, and generate repeat store visits, balancing our business needs with our customers’ needs.

• Having in place service agreements with external providers, ensuring these are clearly communicated and priced in store, which support sales. I ensure they deliver a standard of service that contributes to making the IKEA store first choice for home furnishings.

• Using evaluated customer insights to build my country customer relations plans and actions in order to continually improve how we work with our customers.

• Working with my check-out manager and store team to ensure the check-outs are appropriately staffed at all times of the day in order to make it easy and convenient for us to close sales.

• Working with my exchange and return team to ensure the area is appropriately staffed at all times and that our after sales care encourages customers to want to come back to shop with us again.

• Taking responsibility for resolving escalated customer complaints.

• Analysing customer feedback to identify root causes, taking action to improve short and long-term customer satisfaction.

• Taking and encouraging my team to take fast action on ideas to improve our customers’ shopping experience, acting on customer feedback, competition and performance analysis.

• Educating my team in the IKEA Concept, and ensuring that they read and use the appropriate manuals from Inter IKEA Systems B.V. and other global solutions to help them maximise our customers’ shopping experience.

• Ensuring my managers agree clear expectations and standards with their teams regarding routines and that they regularly follow up on these.

• Ensuring quality standards are met in store by focusing on the detail in order that the store is clean and tidy at all times of the trading day.

• I develop a customer relations action plan for the store based on insights from our customers’ feedback, the store business plan, taking input from my team and my matrix manager, working with the country customer relations action plan.
  

I deliver this by:

Clearly communicating the agreed plan to my team.

Coaching my managers to create individual actions plans for their areas of responsibility. Agreeing goals and Key Performance Indicators (KPIs).

Following up the plans and communicating progress to my team and colleagues.

People

• I provide an inspiring and motivating direction for my co-workers and engage them fully in the tasks of becoming leaders in Life at Home and generating sales growth.

• I create an environment where the IKEA culture is strong and where the diversity of our customers and co-workers is valued.

• I recruit my team through IKEA values by identifying what skills are needed to get the job done as well as what motivations and capabilities will compliment my existing team.

• I ensure my managers have the right number of co-workers in the right place at the right time to run their areas successfully.

• I am committed to the development of my team and together we agree individual personal development plans, which reflect their business and personal development needs. I support them in achieving these plans.

• I delegate responsibility to my team to help them grow and develop, according to their individual ability and experience.

• I create an environment of trust by encouraging open, constructive, honest, two-way feedback with my team and other colleagues.

• I secure the training of my team to ensure they are well informed, customer- and commercially-focused, and support our customers’ total shopping experience. I secure customer-focused training throughout the store to ensure co-workers have the appropriate skills and behaviours to meet and support our customers in the best possible way.

• I actively promote the IKEA social and environmental commitment and work with my team to understand how, together, we can contribute to sustainability.

• I actively lead and ensure that I have in place a living succession plan.

• I set clear goals and expectations and make time to follow them up with my team.

• I reward good performance and take action to improve poor performance.

• I take an active role in the store management team and share my knowledge and experience, and encourage others to do the same in order to maximise our impact on our customers and business.

• I work with my country customer relations manager and other store customer relations managers, to share ideas for improving our customer satisfaction and profitability.

• I am responsible for my own development and look to my manager and my matrix manager for support in improving my competences.
  

Financial

• I take the country input and co-ordinate it with the store potential in order to agree customer relation goals, which supports the achievement of the agreed store goals.

• I constantly monitor our performance against agreed goals, adapting and taking action when required.

• I ensure all customer relations initiatives grow our business and support the sustaining of long-term profitability, always considering the impact on customer satisfaction.

• I deliver on my agreed goals and Key Performance Indicators (KPIs) by:

• Analysing my KPIs and working with my team to create meaningful actions to achieve my agreed goals.

• Controlling costs through working in a lean, simple, cost-conscious way using good examples and solutions, and encouraging my team and my colleagues to discover more effective ways of working.
  

YOUR PROFILE Your knowledge, skills and experience include:

• Experience of working in a customer-focused successful service industry, responsible for managing a large team.

• Proven ability to understand cause and effect of decisions

• Interest in home furnishing as well as a curiosity about people’s life at home

• Problem solving experience

• Experience of setting and implementing action plans, setting budgets and following up goals

• Understand profit and loss and how to affect its result through their actions

• Ability to prioritise and organise own work and the work of others in order to make the most efficient use of time available

• A passion for getting the best for the customer

• Experience of resolving customer complaints, resolving conflict and creating a win-win outcome

• Ability to set expectations and provide clear direction –goal setting

• Experience of working as a coach and trainer

• Ability to communicate confidently and clearly in English

• Able to engage your audience and create a passion for your goal.

• Experience of adapting to a preferred style of working to get the best out of all the team (situational leadership)

• Ability to confront and manage poor performance

• Experience of taking commercial decisions based on local market information

• Computer literate

• Ability to quickly develop knowledge of the local market and business conditions

• Self-reliant and motivated with proven ability to work as part of a larger team

• Ability to influence in a matrix organisation

• Ability to read and understand written English

• Ability to communicate confidently and clearly in English

• Analytical and numerical skills

上班地址：辽阳东路以北和深圳路以东