Your responsibilities

In the role as Country Online Performance Specialist, you are responsible for seeing the business through the eyes of the customer and contributing to a seamless experience by proactively identifying needs and suggesting improvements to stakeholders, ensuring that online customers have an enjoyable and successful shopping experience.

You will:

• Act as a member of the E-commerce team and proactively contribute to E-commerce plan/output in order to deliver to the common objectives and goals
• Establish and analyze qualitative and quantitative data to find pain points in the customer shopping experiences and secure that all stakeholders take responsibility for improving initiatives
• Perform funnel analysis to understand customer behaviour along the whole purchasing process, and the main reasons why customers return or cancel their orders, abandon basket etc. and take action to reduce the numbers and improve the process
• Identify proven solutions and ideas to make the operation quicker, leaner and simpler with the perspective of the customer in mind at all times
• Integrate “The Customer Experience Map” into the operational ways of working with Customer Experience online, to secure an end to end approach for creating a seamless experience for the customer
• Secure the effective implementation of tools, working methods and best practice, in order to secure a strong retail foundation and raise the existing base
• Support the reduction and elimination of sad flow whilst using the knowledge of customer shopping behaviour to influence the pipeline to review and change working processes thereby supporting overall sales and profit
• Survey external benchmarks to understand industry trends and enable assessment of IKEAs online performance compared to competitors
• Work close with the Customer Support Centre (CSC) to understand the customers’ needs and wishes: translate this to actions and improvements for the online customer
• Actively cooperate with all key stakeholders within commercial and beyond to secure integration, common focus and maximize impact (for example Digital, CFF (Customer Fulfilment), Communications, Sustainability, BNOF (Business Navigation Operations & Finance), People & Culture)
• Be an active player in driving an open and sharing climate, being a role model of the IKEA values, and contribute to the transformation of IKEA