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Customer Experience Manager MT, IKEA Delft, full-time

Delft, South Holland - Explore location Customer Relations Full Time

Job description

The IKEA Delft Store is looking for a Customer Experience Manager.

Welcome to IKEA Delft in the Netherlands!

Would you like to be Customer Experience Manager in IKEA Delft Store?
The IKEA Delft store has always been a bit different being the only store owned by Inter-IKEA Systems B.V. and has played many different roles in the 30 years history. It has worked as part of the IKEA Concept Center, the global hub and source of know-how. It has been a pilot store, testing out ideas developed here and around the rest of the IKEA world.

And most recently it took on the new challenge to become the first IKEA Reference Store. IKEA Reference Stores support and inspire IKEA retailers and customer meeting points to implement the IKEA Concept in the best way.

Right now, the IKEA Delft is transforming in an omnichannel retailer in its market. This will be the main assignment for the next few years.

The Customer Experience manager reports to the Market Manager. 

It´s a challenging job!
In your role as Customer Experience Manager you are the customers’ voice in the store. You contribute to the Customer Experience 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, both online and offline.

Your main responsibilities are:

  • Creating, owning and managing the Customer experience Strategy for the store, both offline and online, with the aim to contribute to the Customer journey, support the new business opportunities and income streams and communication with our customers;
  • Promoting and encouraging a customer-focused culture throughout the store to ensure we are first choice for home furnishing and destination for the whole family;
  • Direct and manage the Customer Experience department, Merchandize Pickup, Check-out, Good Handout & Return and Exchange, and Housekeeping in the most effective manner as per the IKEA concept;
  • Together with Market management team develop a strategic plan for IKEA Delft to become a high performing omnichannel retailer;
  • Understand our local competitor service offers, our customers’ shopping behaviors and their living situations. 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.

Who are you?
We are looking for someone who strives to give an amazing customer shopping experience. Someone that always puts the customer at the heart of what they do and encourages others to do the same. You will be passionate about ensuring IKEA has a lifelong connection with its customers by always considering their needs. You are a charismatic, engaging and experienced leader.

You have a strong ability to lead while communicating in an inspirational way. You also have strong analytical skills with the ability to take a holistic view of a global organisation and identify opportunities accordingly combined with ability to prioritize relevant operational data and make decisions with speed and simplicity. We are looking for leaders who understand the value of being part of the team and who will support the daily operation.

You must have a solid IKEA, or similar Retail background and proven track of performance as a Customer Experience Manager for at least 5 years, you:

  • Have sound understanding of business and a background gained from working in a customer-focused, fast-paced and multichannel retail environment.
  • Have excellent skills in the Customer Experience field.
  • 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.

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.