Customer Experience Leader
Ingka Services AB / Organisationsutvecklarjobb / Malmö
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• develop and maintain the Customer Experience methodology
• work with Business Partners and other key stakeholders to coach and guide Meeting Place Managers to develop a customer experience program, including customer experience workshops
• develop tools and frameworks to enable co-creation with customers
• ensure leading trends and research information reaches the Customer Experience development process
• work collaboratively with Meeting Places and Operations to deliver an integrated and consistent customer experience across all channels and touchpoints along the customer journey
• ensure the appropriate documentation of customer experience related materials
• set and lead customer experience procedures and yearly activities
• lead Concept & Customer Experience Co-workers to develop the customer experience framework and to streamline customer experience processes
• establish a network within Ingka Centres and INGKA Group to evaluate and share best practices for customer experience
• leverage Marketing Insights & Analytics to understand the needs of customers, communities and partners related to the customer experience
• Support Concept & Customer Experience team members into high-performing teams
To succeed in this role we believe you have an experience with multi-channel customer journeys and customer support, high customer focus skills both commercially and business driven. Additionally you are experienced with commercial and strategic business planning. Moreover, you possess the ability to communicate, experience to lead in a changing organisation and develop people through coaching and support in an inspiring way. You possess a natural leadership with an ability to listen, create togetherness, and challenge other to ensure quality and standards. Well proven experience with documentation and best practice to communicate and scale. You are also fluent in the English language (both spoken and written).
You have the capability to:
• apply industry trends, outlooks and emerging technologies to achieve organisational goals
• provide courteous, timely, and helpful services (incl. digital) to encourage customer loyalty
• change direction as appropriate based on new ideas, approaches and strategies
• develop virtual and other collaborative relationships to facilitate current and future objectives
• strive to meet quality standards
• develop the business and deliver results
Our mission is to enable Meeting Places, acting as a commercial engine to drive visitation and brand awareness through partnership and co-creation of innovative commercial and customer solutions, concepts and insights, creating an outstanding 360* experience for customers and communities.
Publiceringsdatum2019-02-14Så ansöker duSista dag att ansöka är 2019-02-24
FöretagINGKA Services AB
AdressINGKA Services AB
Älmhultsgatan 2
20528 Malmö
KontorsadressÄlmhultsgatan 2
Jobbnummer 4613344
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