Selling & Customer Experience Manager, Ikea Retail Services AB
Ikea Services AB / Säljarjobb / Malmö
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hela Sverige ABOUT THE JOB
You will lead the facilitation of a seamless shopping experience and maximize conversion across channels to enable for extraordinary growth. Drive an open and sharing climate, being a role model of the IKEA values where our coworkers are informed, engaged and empowered.
You will:
• Lead the Selling & Customer Experience Centre of Expertise, you will set the strategy and translate our INGKA strategy into actionable priorities for markets and be responsible for the overall performance
* Be an active member of the Market Support management team
• Write the commercial and other relevant components of IKEA BPL. Set strategy for Selling & Customer Experience Centre of Expertise
• Support markets with strategic guidance, ways of working, and tools in sales steering, planning, and activation.
• Proactively drive activation with R&S to act on deviations vs. plan and find and exploit opportunities given available supply chain capacity
• Develop tools and ways of working for the markets related to improving sales conversion, customer care & support across the customer journey, including Customer Support Center and Returns & Resolutions to create a seamless experience across channels.
• Drive PR&C as a strategic opportunity. Support IKEA Business to grow through new solutions for business customers and coaching markets
• Act as product owner for global digital solutions on e-commerce, seamless shopping tools and other related digital solutions. Define development needs from the markets and work with D&I and Digital and other parts of Market Support to build solutions relevant to the markets
• Drive development of safe operating procedures and ways of working in IKEA Food. Work with R&S on Range.
• Lead, coach and develop a team of both commercial and customer experience leaders & specialists
• Act as matrix manager; be a coach and informal mentor to sales and customer experience leaders in the market, work with Learning Developers & HR BPs to develop sales and UX content for competence development and facilitate best practice sharing with the markets.
You have:
* Knowledge about the current market environment, expectations from customers today and tomorrow to secure the commercial & service offers meet customer demands & needs
* Experience and knowledge of how to identify and realise opportunities for add-ons, cross-selling and up-selling of IKEA products and services to fulfil customer needs
* Knowledge of the possibilities to activate sales and the use of the commercial calendar and relevant associated store activities * Knowledge of activity planning, the commercial calendar and how to ensure customer engagement and retention
* Experience with targeting customers and manage real-time contextual interactions on individual basis using behavioural and predicted patterns throughout their experience with IKEA in all channels
* Knowledge of how to optimise the customer experience with digital channels and content to increase the likelihood that customer visits convert to sales * Strong mix of strategic thinking and ability to turn commercial activities into practice
* Knowledge of how consumer acts, feels and behaves in a retail environment to apply the insights in the shopping experience design in all touch points
• Ability to generate revenue by promoting digital and other products and services to others
• Understanding of new methods, digital systems and processes to exceed previous performance
• Deep understanding of our corporate identity, core values and vision
• Passion and motivation to exceed customer expectations with outstanding service and support
* Strong interpersonal skills with the ability to build trustful relationships
• Minimum of 10 years of working with Sales, Customer Experience, Omnichannel customer journeys and customer support or equivalent
• Experience with commercial and strategic business planning
At the heart of our business are people. We create a better everyday life together by living our shared values and safeguarding our unique culture. To create an inspiring IKEA experience we need to make sure our co-workers have the preconditions to meet our customers in the best possible way. The purpose of the People and Culture function is to secure the competence and organisation to reach our business ambitions. IKEA is one of the world's leading home furnishing companies. Our vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible will be able to afford them.
Publiceringsdatum2019-02-07Så ansöker duSista dag att ansöka är 2019-02-17
Ange följande referens när du ansöker: sell.cus.ex.man
FöretagIKEA Services AB
AdressIKEA Services AB
Älmhultsgatan 2
20528 Malmö
KontorsadressÄlmhultsgatan 2
Jobbnummer 4600939
Observera att sista ansökningsdag har passerat.