The IKEA Delft Store is now looking for a Customer Relations Manager, reporting to the Store Manager.
In your role as Customer Relations Manager you are the customers’ voice in the store! You lead the Customer Relations department, there are three managers who report to you directly, you are also part of the store’s management team.
You contribute to the Customer Relations assignment: to drive sales growth and sustained long-term profitability, by establishing and retaining a life-long relationship with existing and new customers. Our aim is to motivate our customers to shop with us more frequently because they trust us to make their shopping experiences successful and their visits worthwhile; as every customer counts.
This is done by:
Leading and managing your team and work with colleagues to understand our local competitor service offers, our customers’ shopping behaviors and their living situations, and use these insights to improve our customers’ shopping experience;
Working with your team to secure an easy buying process that will make it easy and convenient for our customers to shop at all times throughout the day and encourage repeat visits to the store;
Ensuring that all the IKEA shopping tools are in place, in the right quantity and functioning effectively;
Promoting and encouraging a customer-focused culture throughout the store to ensure we are first choice for home furnishings and destination for the whole family;
Always looking at our store through the eyes of our customers and walk the shop floor during different times throughout the trading day. I use this opportunity to talk to my co-workers, giving input and encouraging their feedback;
Regularly meeting with our customers to learn from their experiences, ideas and views in order to improve the home to home shopping experience;
Who are you? You are a strong, experienced and passionate hands-on leader who knows how to lead through people and lead by example. You are passionate about developing and inspiring your leaders and co-workers and, together with your team, you provide our customers with a fun and hassle free shopping experience in our store.
Have excellent skills in the Customer Relations field;
Have at least 5 years’ experience in leading leaders in customer facing teams
Have a proven track of leadership which shows you are excellent in leading by example
Have experience in spotting and addressing customer needs and expectations to meet them with speed and impact
Strategic capabilities to take the accountability for the long term customer agenda
Have solid communication, negotiation and influencing skills;
Are able to provide a high teamwork spirit which reflects on our customer service;
Are very perceptive with the ability to implement solutions quickly.
About IKEA Delft The IKEA brand is one of the most successful home furnishing brands in the world. We are a values-driven company with a passion for life at home. At IKEA we believe in the power of the many. Together we are better and stronger. No matter who we are, we create more as one team, where everyone plays and equal role. It’s a place where every individual is welcomed.
Together with us you can explore the career possibilities in an inspirational working experience with international options. We offer you a spot where people are given the possibility to do what they do best. Let us grow together! There is about 800 enthusiastic co-workers at IKEA Delft
Interested? Please apply with your CV in English, plus the answer to the following questions:
What do you consider as the biggest barriers for customers to shop at IKEA and how you would like to address it? What do you think will be the key customer needs and expectations in year 2030 and why?
If you passed the first screening, you will be invited for an interview. The total process consists of three interviews and an assessment.
If you have any questions about the role, please get in touch with Laura through 06-50157594 (phone call or WhatsApp)
Availability At IKEA the customer is in in focus. Our customers visit the store at various times, also in the evening, weekends, during national holidays and during school holidays. We expect that you will be present when the customers visits us. Of course, you have an impact on your schedule yourself as well.