Customer Experience Manager (Management Team role), IKEA Delft Store, full-time

Welcome to IKEA Delft in the Netherlands! The IKEA Delft Store is looking for a Customer Experience Manager. 

Would you like to be the Customer Experience manager for the IKEA Delft market, one of the top turnover and volume markets in the world, welcoming 3.8 million visitors per year?

IKEA Delft is transforming to be the best omnichannel retailer in its market. This will be the main assignment for the next few years.

We have strong ambitions to grow our PMA through store, services, online and new customer meeting points and are looking for a leader to be responsible for market P&L and operations.

In your role as Customer Experience Manager you are the customers’ voice in the market. 

Your main responsibilities are: 

• Creating, owning and managing the Customer experience Strategy for the market, 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 market to ensure we are first choice for home furnishing and destination for the whole family
• Direct and manage the Customer Experience department, Merchandise Pickup, Check-out, Goods 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.

You will need some experience!

The person we are looking for must have a solid IKEA retail background and proven track record of performance, leadership and be familiar with the way we do business and the way we act. 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 organization 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. And, of course, you share and live the IKEA Culture and Values! It’s an exciting and inspiring role in an international environment. It’s a job that will help you learn a lot and will open possibilities for you. 

Availability

At IKEA the customer is 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.

For this role we offer a relocation package for the right candidate.

If you have any questions please contact Saskia Pronk at [email protected]