Customer Manager

7 days ago

Marsden Park, Australia IKEA Full time

WHO YOU ARE

In addition to being a strong people leader you demonstrate a genuine passion for our customer and their shopping experience at IKEA. You are solutions-focused and understand both operational and customer concerns that challenge our business and seek to work collaboratively with your team and business partners to find resolutions. Adaptive and intuitive, you are able to alter your communication style to best suit your audience and to ensure your message is delivered and understood. You are experienced in setting, implementing and executing strategies, trainings/workshops, action plans and budgets to deliver successful outcomes.

Sitting within the store’s steering group, you have previous experience in leading leaders and are able to clearly define expectations, set challenging yet achievable goals and know how to build a team for success. You lead through insights, with the ability to influence the commercial team and inspire the wider store and organisation to continuously better the customer experience. You have a solid understanding of our commercial retail foundation and experience working within a store is advantageous.

This role will require you to be available to work a mix of shifts including late nights and weekends.

YOUR RESPONSIBILITIES

As the Customer Manager your responsibilities will include, but not be limited to:

- Lead, drive and deliver a customer first culture within the market.
- Collect and synthetize consumer, customer, brand data and internal data to contribute recommendations and inform decisions for FY23 Market business plan.
- Provide relevant consumer and customer insights to maximise conversion, increase sales and improve our happy customer score across all of our customer meeting points.
- Lead, develop and secure an outstanding customer experience in our click and collect operations (including securing the successful launch of Click & Collect lockers - AU pilot).
- Champion innovation and creativity to provide solutions to meet and exceed customer needs.
- Ensure the building of business competence by supporting managers and team leaders in setting and working on relevant goals and agreed development plans.
- Identify and develop the many talents in the unit and within the department to secure succession planning.

ABOUT THIS WORK AREA

As IKEA continues to evolve and transform through multichannel, so too will the Customer Team in ensuring our store and online customers’ experience continues to deliver growth and we are exceeding our customer’s expectations through our IKEA vision - “to create a better everyday life for the many people”.

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