Customer Relations Manager
Ikano Retail · Mexico City
Company Description
The IKEA 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 can afford them. We operate in Singapore, Malaysia and Thailand – and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.
Job Description
Ensure an exceptional shopping experience for every customer by providing attentive, efficient, and inspiring service at all touchpoints. Lead customer-focused teams within an omnichannel retail environment, identifying opportunities for improvement to increase satisfaction, loyalty, and ease of shopping.
Activities:
- Lead and promote a customer-centric culture, ensuring a consistent and positive shopping experience across all sales channels.
- Oversee and enhance the customer experience throughout the entire journey, from initial engagement to after-sales service.
- Maintain high standards of customer service by resolving issues and removing barriers that could negatively impact the shopping experience.
- Analyze customer feedback, needs, and trends to implement continuous improvement initiatives. Collaborate with sales, checkout, customer service, and operations teams to ensure a seamless and integrated experience.
- Ensure that staff members have the necessary tools, knowledge, and skills to provide exceptional service.
- Monitor customer satisfaction metrics and operational performance, developing action plans to improve outcomes.
- Support commercial initiatives and retail campaigns, ensuring excellent execution from the customer’s perspective.
- Develop and strengthen team talent, fostering continuous learning and a service-oriented mindset. Manage resources and operational priorities to balance business needs with customer expectations.
Qualifications
Your profile
Essential: Solid experience in retail, customer service, hospitality, or service-related sectors.
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.
Additional Information
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!