About The Role

To ensure a positive and joyful shopping experience for all IKEA visitors and customers. This includes in particular:

Ensuring an overall customer easy buying process and a positive shopping experience.
Ensuring that the appropriate customer relations' processes and tools are implemented.
Ensuring the related strategies are translated into actions

Activities

 Ensure the customer focus and relevant business plans relate and come together in a local action plan that is operationally implemented and fulfilled.
Drive a customer-focused culture throughout the complete market and secure an overall inspiring shopping experience where it is always for customers easy to shop in a multichannel retail environment
Ensure the building of business competence by supporting managers and team leaders in setting and working on relevant goals and agreed development plans.
Influence the unit management team with customer insights that will allow it to base business decisions on customer expectations and a “First Time Right” mind set
Responsible for identifying and removing hindrances in order to secure an easy buying experience, a positive shopping experience and easy payment and after-sales fulfilment.
Support commercial initiatives and priorities before, during and after the shopping experience in line with Commercial Review requirements
Identify and develop the many talents in the unit and within the department to secure succession planning.
Plan and determine which departmental resources and investments are required in order to achieve operational excellence in balance with customer expectations.

Your profile

Motivation

Be passionate about customers and act to ensure a positive shopping experience.
The IKEA values truly reflect personal values.
Passionate about leading business through people.
Enjoy working in a fast-paced and future-oriented retail environment.
Passionate about home furnishing, people's life at home and the IKEA range of products and services.

Knowledge

A solid understanding of all aspects of the IKEA multichannel shopping experience at the various touch points in order to deliver a high level of service
Solid understanding of the easy buying experience.
Competition and their service offer 
Life at home 
Cost and budget management.
Proven leadership skills in a people-centric organisation.
Talent management, i.e. recruitment and development.
Change management.
IKEA Brand, IKEA culture and values.
Retail market customer insights, including sources.
Relevant customer relations processes, tools and working methods.
Legal requirements and third-party contracts
Passionate about growing and developing business, by supporting and acting to ensure the work impacts customers in a positive manner

Capabilities

Ability to align customer needs and expectations with business needs.
Good communication, negotiation and influencing skills
Ability to find solutions for customer and operational issues.
Good social skills with a high level of accessibility.
Ability to make things happen with flexibility, speed and simplicity.

This position is based in Mexico City (Oceanía) and offers a rare opportunity to be part of the establishment of IKEA in a whole new market. You will get a chance to push boundaries and influence the direction of IKEA in Mexico. All as part of a caring and open culture where we live our values, work hard, have fun and operate with a long-term perspective.

Because here opportunities arise and growth follows.

If you are interested to be part of our team please apply here!

https://www.ikea.com/mx/es/