Customer Relations Team Leader

About the job

Reporting to the Customer Relations Manager, you will be expected to work with your team of co-workers provide a positive and joyful shopping experience that creates trust in the IKEA Brand for all IKEA visitors and customers.

Your assignment

• To create a positive and family-friendly shopping experience for our customers by managing shopping tools and amenities, customer care rooms and Smaland.
• To champion and foster customer-centricity and service excellence in all touchpoints.
• You will collaborate with your stakeholders to coordinate and follow up on customer engagement activities in the store.
• You will work with your manager to manage the daily operations for your team of co-workers including performance management, training and development, succession planning and recruitment.
• Manage issues raised by customers and deliver service improvement in a professional, prompt and positive manner to enhance the customer experience.
• Be knowledgeable on customer experience mapping and analyse CX-related performance indicators for business improvement.
• Work with external service providers and service contracts to provide a positive and efficient shopping experience for all IKEA visitors and customers.

Your profile

• You have a proven experience of at least 3 years in customer service management and in leading a team of co-workers in a retail or customer serviced oriented environment.
• You are customer-centric with the ability to find solutions for customers and operational issues.
• You are a confident decision-maker with strong analytical skills and computer literacy skills.
• You have the energy and drive to deliver with the ability to manage stressful situations.
• You are able to commit to working both AM & PM shifts, weekends and public holidays.