Planning Team Leader

Responsibilities:

• Lead a team of planners by setting clear objectives, providing guidance and support, and monitoring performance.
• Train and develop team members to enhance their skills and knowledge.
• Collaborate with cross-functional teams such as marketing, web team, customer relations, and logistics to optimize the planning process and performance.
• Analyse sales data and trends to identify opportunities for improvement.
• Monitor and report on key performance indicators related to online planning, including booking rates, conversion rates, average order value, and customer traffic sources.
• Coordinate promotional campaigns and offers to drive sales and increase customer acquisition and retention.
• Ensure compliance with company policies and procedures, as well as legal and regulatory requirements related to the planning process.
• Monitor customer satisfaction to ensure a great customer experience.
• Assess the quality of work completed by planners to secure the highest possible outcome for customers.

Capabilities:

• Ability to make things happen by championing flexibility, speed and simplicity.
• A considered decision-maker.
• Ability to align customer needs and expectations with business needs.
• Strong communication and influencing skills.
• Ability to work on agreed working methods independently and reliably.
• Ability to find solutions for customer and operational issues.

Requirements

• Passion for the IKEA product range and services offer.
• Customer-focused mindset and strong understanding of the IKEA online shopping journey.
• Understanding of MVBC, IKEA SOPs & processes, In-house booking tool, and payment link.
• Self-motivated problem solver and analytical decision-maker. Multi-tasking is second nature to you when working with co-workers of all levels, both within and outside IKEA.
• Team player and effective communicator. Detailed-oriented and good at prioritizing and organizing your work and the work of others efficiently in a fast-paced retail environment.
• Good understanding of how to secure a smooth operation for payment, exchange & returns, and click and collect process.
• Good understanding of how to accommodate unhappy customers quickly with clear guidelines and without being exposed to any business risk.