As our Shopping Experience 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 of 30+ co-workers, 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.
The Shopping Experience Manager is responsible for leading the team to ensure the total store experience is family friendly and there is an easy buying process to provide a positive home to home shopping experience for our customers. Your areas of responsibility include store entrance information and greeting, Smaland (child minding facility), shopping tools and after sales (returns & exchanges). You will also have responsibilities of opening and closing cash office.
You will drive a customer-focused culture with your team of co-workers to secure an overall inspiring shopping experience where it is always easy for customers to shop. The role also contributes to the creation and operational implementation of the store Customer Relations action plan, and supports commercial initiatives and priorities before, during and after the shopping experience. This role is all about the customer, and identifying and removing hindrances in order to secure an easy buying experience, a positive shopping experience and easy payment and after-sales fulfilment.
ABOUT THIS WORK AREA
As part of the Customer Relations team, the Shopping Experience Manager will be an inspirational leader with a passion for customer excellence and a desire to understand, energise and inspire our co-workers. In this fast paced and dynamic environment we want our customers to return and the best way to do this is to make each connection with IKEA a positive experience.