Sales Manager

Who you are

This role calls for someone who is passionate about change and achieving long-term objectives through leadership.

You are business minded and result driven, always keeping the customer at the heart of all you do. You are able to clearly define expectations and set ambitious yet achievable goals, whilst challenge existing ways of working and inspiring curiosity in others. You have solid commercial acumen and understanding of new technology in order drive incremental sales and value growth to achieve the business results. With experience in change management within in a complex business environment you are able to follow up on goals. You have strong analytical and strategic skills with a high level of data/computer proficiency. You understand profit and loss and using a wide range of information and insights to make decisions. This role calls for someone who is passionate about achieving long-term objectives through leadership. Previous experience in a steering role is preferred.

You also have the following
- Knowledge about IKEA Brand, culture and values
- Strong knowledge about relevant Sales processes
- Market Home furnishing Competitor knowledge
- Active selling, Add-on sales, up selling and cross selling skills
- Knowledge of how to support IKEA customers before, during and after purchase in a non-face-to-face environment.
- Broad leadership experience in a people-centric organisation.
- Partnering with stakeholders to improve Customer experience
- Knowledge of and experience with forecast methods and processes.

**Responsibilities**:
The Customer Support Centre (CSC) will continue to grow in importance for our omnichannel success. This role will lead and drive the remote sales agenda for the country. This includes following up on the set goals, further anchoring and optimising the set-up of Remote as a new channel by actively cooperating with all the stakeholders within Commercial and beyond as well as developing the offer and selling approach even further to maximize growth. You will need an understanding of the IKEA Business and the role of the CSC as an integrated part of the business. Your responsibilities will include but are not limited to;
- To understand the customers need and be able to suggest a home furnishing solutions that will solve their challenges, also propose add-on products, work with cross selling and upselling.
- To provide personal support to customers to give added value and increase sales.
- Contribute to the creation of the unit action plan and implement the appropriate actions in the area of responsibility
- Deliver and lead the action plan for unit and department; taking input from the team and the matrix manager to ensure the department supports the achievement of the agreed goals for the country, maximises sales and generates sustained long-term profitability. Secure successful implementation of country priorities.
- Work proactively with all stakeholders to improve customer experience in multichannel environment internal and external
- Ensure your Team leaders have the right number of co-workers in the right place at the right time to run their shops successfully and ensure their co-workers are ready and available to serve customers and help them buy.
- Leading, managing engaging off-shore teams
- Secure and understand the multichannel retail environment they are working in and know how to use this in the best and most commercial way for different customers.
- Analyse the qualitative performance of your department using IKEA research tools to improve easy buying process.
- Follow up your financial goals, KPIs and costs, and take action on deviations.
- Secure competent and high-performing teams and leaders who inspire and empower every co-worker to recognise and understand their contribution.
- Identify and develop the many talents within the department to secure succession planning.

Together as a team

As part of the Management team, you will play a pivotal role in helping us shape the CSC. The Customer Support Centre is going through a period of growth and change as we prepare to meet the customer as the leading Omnichannel home furnishings retailer. The CSC environment is dynamic and constantly evolving which means change is a part of your everyday.