Customer Experience Customer Relations Manager IKEA Philippines
Customer Experience Customer Relations Manager IKEA Philippines
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Salary Not Disclosed
1 Vacancy
Job Description
PURPOSE OF THE JOB
Build and retain longlasting customer relationships in an omnichannel retail environment by fulfilling customer needs understanding motivations and ensuring a positive shopping experience. Collaborate with all business functions to drive commercial growth and ensure a seamless shopping experience across channels.
RESPONSIBILITIES OF THE JOB
Lead the facilitation of a seamless shopping experience across channels.
Ensure customercentric strategies and solutions.
Provide expertise to frontline operations for quality customer care.
Localize SOPs to align with IKEA Retail for consistency.
Support store audits and operational issues.
Identify and implement continuous improvements in customer journey.
Monitor customer satisfaction and sentiment addressing root causes of dissatisfaction.
Foster collaboration between customer care centers stores and service partners.
Improve customer journey in cooperation with IKEA Retail functions.
Liaise with stakeholders for prioritization and localization of tools/systems.
Work with Expansion and cross functions for new store planning and operations.
Provide market input and build SME competence.
Develop and support store customer teams for common objectives.
Drive competence development around customer centricity and operations.
Coach and share best practices with store colleagues.
Measure performance to ensure efficiency and effectiveness.
Promote caring customer meeting at every touch point.
Lead an open and sharing climate embodying IKEA values.
Ensure compliance with procurement policies and sourcing requirements.
Provide staffing guidelines to balance customer experience and business goals
Qualifications :
REQUIREMENT FOR THE JOB
Motivation
Passion for customers and positive shopping experiences
Alignment with IKEA values
Leading business through people
Enjoyment of a fastpaced retail environment
Passion for home furnishing and IKEA products
Knowledge
IKEA omnichannel shopping experience
Easy buying experience
Competition and service offers
Life at home
Cost and budget management
Leadership in a peoplecentric organization
Talent management
IKEA Brand culture and values
Retail market customer insights
Customer relations processes and tools
Legal requirements and thirdparty contracts
Capabilities
Align customer needs with business needs
Communication negotiation and influencing skills
Problemsolving and operational issue resolution
Social skills and accessibility
Flexibility speed and simplicity in
Additional Information :
This role requires flexibility in work hours depending on store operational requirements.
The work location will be at the IKEA Philippines Marina Way Mall of Asia Complex Pasay City
Philippines
Please apply by 15 May 2025
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
