Customer Operations Manager

2 days ago

Tempe, Australia IKEA Full time

Who you are

As our Customer Operations Manager, you will contribute to an inspiring and enriching shopping experience for all visitors and customers using your solid work experience in the area of Customer Service and satisfaction. You shall have excellent communication, negotiation and influencing skills to be able to inspire and engage your own and cross-functional teams. You strive to find solutions for both customer and operational concerns, enjoy working in a flexible, fast paced and simple environment. You have incredible people skills to lead your team and are able to alter your communication style based on the different learning capabilities of the receiver to get your message across clearly and effectively. You have a strong desire to attract, develop and nurture talent and develop team members for succession. Experience in managing costs, budgets and rosters is essential. Analytical skills are also required to analyse critical customer insights and implement and execute action plans based on this information. You will be available to work across the store operating hours as well as one in four weekends.

**Responsibilities**:
As Customer Operations Manager you support in creating an efficient, unforgettable, and rewarding experience across all channels to inspire our visitors to return and become regular customers. Your responsibilities include but are not limited to;
- Contribute ideas and insights to the creation and operations implementation of the local customer relations action plan
- Execute and follow up a customer-focused culture throughout the unit and ensure an overall inspiring shopping journey
- Build business competence and lead, coach and develop the full team promoting individual growth and securing a high performing team
- Lead, and be an enabler of, change for the team and store.
- Implement the global solutions, services and tools that support the daily operations within the customer function
- Analyse customer related and financial KPI’s and act with relevant stakeholders on the root causes of customer dissatisfaction and other efficiency drivers including accountability of the customers and compensations budget
- Ensure a customer friendly, efficient and cost-effective execution of the payment process
- Maintain relations with external and internal partners and provide input to the service agreements and contracts with internal/external partners and support co-workers in execution and follow up
- Secure operational excellence in daily operations in order to enhance the customers shopping journey
- Identify and develop the many talents in the unit and within the department to secure succession planning
- Support proactively with customer insights for business and customer experience improvements.

Together as a team

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

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