Digital Experience Manager, Ikea It AB
Ikea It AB / Datajobb / Malmö
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hela Sverige ABOUT YOUYou have the passion for creating digital products and experiences that resonate emotionally with customers and you are also passionate about the behaviours of the many people and motivated to drive business growth by ensuring an exceptional customer experience. What drives you, amongst other areas, is leading, inspiring and developing a team of highly talented specialists that are being recognized for their contribution to the business. You want to keep learning and to forget the obsolete and you get energized working both independently and interdependently and cross functions. You are motivated to work agile and being open to the change and of course you share and live the IKEA culture and values.We believe you have a minimum of 10 years of experience in a customer service leadership role. You have a proven advanced training in Marketing or Business Management and you can demonstrate experience in designing and managing within the digital area. You have been working in a data driven and agile environment and also experience from leading in change. Your leadership skills are documented and you probably have been working in management role-s before.You have knowledge in following:· up to date knowledge of changing digital trends in order to understand potential innovative solutions that meet customer needs· good and broad working knowledge of customer segmentation methodology· a good understanding of digital and customer management technologies and how that contributes to overall solutions· understanding of how to manage a seamless customer journey and perform structured and effective actions to improve the customer experience· deep insight and understanding of the digital transformation and technology in transforming retail business and its customer experience· experience on how to effectively integrate and combine mass and one-to one communication, with maximum impact in every customer journey· excellent written and verbal communication skills, with the ability to engage and communicate with business-leadersAs a person you have strong understanding of user-centred design and you have experience of delivering digital solutions with a strong knowledge of web based solutions. You have the ability to deliver improved customer journeys (online, offline and Omni channel) and you possess Concept & UI design skills. Your strong interpersonal skills with the ability to build trustful relationships and capability to manage internal stakeholder in a high-level business environment are proven. You actively acquire new knowledge and skills and champion new methods and processes to improve performance.ABOUT THE JOB Main objective for this role is to ensure the digital customer experience is maximised to create a seamless journey for all customers driving higher customer satisfaction, engagement and conversion. At the same time, continuously drive the development of digital products that enhance customer experience. Also to lead the digital Customer Experience strategy support towards the markets as well as the work in understanding IKEA customers, their needs and frustration and measure customer satisfaction.You will:· be accountable for setting the strategy and driving development of all elements of digital product development that will enhance customer experience· be accountable for providing a great digital customer experience delivering a seamless and satisfying customer journey whilst ensuring the right focus on business strategy.· proactively drive discussions to develop and maintain the right focus on customer experience and enable effortless, intuitive and reliable interactions between IKEA and its customers across the service request lifecycle.· drive the definition of future needs for digital customer experience and translate these into the different product roadmaps, identifying ideas that improve customer experience and grow market share, drive commercial and business value.· lead work to understand IKEA customers, their needs and frustrations and measure customer satisfaction, trends and improvement plans for the organization· ensure effective policies and procedures for handling escalations of customer inquiries across all levels of the organization, to build customer relationships.· promote a customer-centered culture within the Digital organization, to ensure the organization provides exceptional support to the many· lead the digital Customer Experience strategy support towards the markets. Implement a way of working with a set of tools and support markets to realize full potential in the field of customer experience.· work closely with relevant business functions maintain a good understanding of the product in the market and to develop new ideas and propositions for product development· lead, coach and develop a team of customer experience and personalized service specialists, promoting best practice in customer experience management and continually benchmarking against industry standards· work across initiatives within Ingka Group, steering solutions towards the correct focus on customer experience
Publiceringsdatum2019-06-03Så ansöker duSista dag att ansöka är 2019-06-14
FöretagIKEA IT AB
KontorsadressÄlmhultsgatan 2
Jobbnummer 4820858
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