Customer Experience Leader - Ingka Centres Services AB
Ingka Services AB / Marknadsföringsjobb / Malmö
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hela Sverige ABOUT YOU
To succeed in this role we believe you are highly motivated by sharing your knowledge and to see others succeed in their tasks. You possess the ability to coach and be a mentor for other people around you and help them grow in a particular business area or personally. You have the skill to see the value for the business, always aiming to make an impact and achieve qualitative result in business with a balanced cost solution. You see the opportunities for exploring and develop your talent both inside and outside the direct area of responsibility. To be a part of a change that influences people for the better inspires you. Last but not least you share and live IKEA culture & values.
You have expert knowledge of:
Ingkas corporate identity, core values and vision of creating a better everyday life for the many people
the mechanism behind creating a meeting place concept to drive business opportunity
what the Ingka brand mean and how it should be incorporated in everything Ingka does
existing and potential customer's needs, behaviours and aspirations to be able to help Ingka evaluate future endeavours and further translate insights
the customer's whole interaction with Ingka, from first encounter to purchase
how to maintain a coherent brand image through stores and external media
how to adapt to a global meeting place concept, meet local culture and community needs and willpower to adjust the global concept to stay and continue to be relevant
the concept, processes and procedures that goes into a selling goods, products and services to the public
organizing, store and maintain records and information across Ingka
You possess a good knowledge of Project Management and understand and learn from projects' challenges or failures in order to improve. Finally you are 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
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.
ABOUT THE JOB
The Customer Experience Leader drives the development of customer experience frameworks with a team of cross-functional resources to support the Meeting Places in their pursuit for customer and community centricity.
You will:
own the customer experience map, drives and facilities collaboration with the Meeting Places
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
Warmly welcome with your application prior to december 12th.
Publiceringsdatum2019-12-02Så ansöker duSista dag att ansöka är 2019-12-12
AdressIngka Services AB
Älmhultgatan 2
21586 Malmö
Omfattning Detta är ett heltidsjobb.
Arbetsgivare Ingka Services AB (org.nr 556608-1351)
Älmhultgatan 2 (
visa karta)
215 86 MALMÖ
Ansökan E-post:
centres.recruitment.gl@ingka.com Arbetsplats Ingka Centres Services AB
Jobbnummer 4982208
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