Customer Experience Team Leader

Job Title

Join our team and start a better life for yourself.

• Leads and provides coaching to the co-workers on the shop floor to secure a consistent customer experience and operation in the Cash Lanes, Click and Collect, Home Delivery, Handout and Car Loading Area.

- Ensures customer service co-workers have the knowledge, confidence and empowerment to make decisions that have a great customer experience outcome.

- Monitors performance against agreed goals, adapting and taking action when required and analyzing customer concerns, KPI's and root cause analysis to make future improvements.

- Monitors Cash Lanes, FSHO and CnC wait times, processes, and guidelines, and develops actions to improve customer experience.

- Implements working routines, competence development and follow-up of Commercial Review and Compliance (ASR) related to the role and functions.

- Hires, onboards and trains Customer Care and Carts co-workers. Directs the overall selection, onboarding, development of co-workers. Creates individual development plans, manages resource planning, co-worker relations issues and performance, and delegates responsibilities.

- Ensures co-workers' competence on system knowledge (ISELL, Centiro, MHS, IPOS, and queuing systems), keeps the work areas efficiently equipped and effectively covered at all times during open hours, and secures correct level of systems access related to Services.

- Identifies successor and creates as well as secures necessary training.

- Builds emotional connections through meaningful and empathetic interactions with customers; setting the example and coaching others on how to do the same.

- Partners with Risk & Compliance to ensure adherence to policies regarding cash handling, inventory, safety and internal audit standards.

At IKEA it's all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We're a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions.

We're a bunch of people who are truly passionate about people!

• 3 years of experience leading a team, preferably in a retail environment.

- Experience in retail, preferably in the home furnishing sector.

- Experience planning, driving output and measuring performance (business).

- Experience leading and developing a team, preferably in a retail environment.

- Knowledge and understanding of Customer Service standards, routines and best practices.

- Experience with problem solving and conflict handling techniques.

• Generous paid time off, holiday and sick time
• Wisely Pay – get earned wages up to two days early
• Paid parental leave (up to 16 weeks)
• Kinder Care tuition discount  
• Retirement and bonus plans
• Co-worker discount, meal deal, and referral bonus
• Pet insurance program
• Education assistance and learning programs
• Safety shoe reimbursement
• 24/7 telehealth visits
• Dental and vision plans
• Medical and Rx plans (must work min. 20 hrs/wk)
• A fun and inclusive work environment