What are the responsibilities and job description for the Customer Experience Manager position at IKEA?
IKEA Tampa is actively seeking a talented Retail professional with a strong passion for operations and customer service. The ideal applicant will have extensive industry knowledge with at least 8 years of management experience in a big box or large format environment. The ideal candidate profile will be someone with a strong leadership background, outstanding interpersonal and time management skills, experience managing leaders and large teams, and an excellent communicator with a proven track record of success.
The IKEA Store Customer Experience Manager has direct oversight over 3 key areas of the store: Customer Service/Frontline, Guest Relations and Loyalty departments. This is an executive level position within the store reporting directly to the Store Manager.
ABOUT THE JOB
At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people!
KEY RESPONSIBILITIES:
- Ensures a great IKEA shopping and brand experience to drive repeat visitation to IKEA.
- Utilizes customer insights and feedback to improve customer satisfaction and ensure a seamless shopping experience from home to home.
- Ensures a better understanding of the local customer, market and community to enable a better local connection to the store experience, solutions, and commercial calendar
- Manages local community involvement and stakeholder relations, including public affairs.
- Identifies, recruits, retains and develops talent to secure a diverse, competent, high performing team and future succession. Supports the leaders in doing the same with their co-workers.
- Oversees the local business plan and logistics action plan by ensuring these actions are implemented. Ensures proper follow up to make adjustments when necessary.
- Leads the Loyalty and Customer Service team and working in collaboration with the Commercial Team, Logistics team to secure a seamless and high quality multichannel shopping experience
IDEAL CANDIDATE PROFILE: Key Skillsets and Competencies:
Minimum Years of Experience: 7 years experience managing in a high volume large format environment and leading different levels
- Previous retail experience required.
- Previous management and leadership of large teams or groups required.
- Proven track record with developing high level leaders
- Previous experience working through others by influencing, collaborating, and co-creating in matrix and interdependent organizations required.
- Ability to think, lead and act strategically.
Ideal candidate will be able to work retail hours based on the business needs of the location including week nights, weekends and holidays.
Job Type: Full-time
Pay: $80,000.00 - $100,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Vision insurance
Experience level:
- 8 years
Shift:
- Day shift
- Rotating shift
Weekly day range:
- Rotating weekends
Work setting:
- In-person
Experience:
- Retail management: 8 years (Required)
Work Location: In person
Salary : $80,000 - $100,000
