Customer Experience Manager Jobs

IKEA Jacksonville is actively seeking a talented Retail professional with a strong passion for operations and customer service. The ideal applicant will have extensive industry knowledge with at least 8 years of management experience in a big box or large format environment. The ideal candidate profile will be someone with a strong leadership background, outstanding interpersonal and time management skills, experience managing leaders and large teams, and an excellent communicator with a proven track record of success.

The IKEA Store Customer Experience Manager has direct oversight over 3 key areas of the store: Customer Service/Frontline, Guest Relations and Loyalty departments. This is an executive level position within the store reporting directly to the Store Manager.

ABOUT THE JOB

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!

KEY RESPONSIBILITIES:

• Manages local community involvement and stakeholder relations, including public affairs.
• Oversees the local business plan and logistics action plan by ensuring these actions are implemented. Ensures proper follow up to make adjustments when necessary.
• Ensures a great IKEA shopping and brand experience to drive repeat visitation to IKEA.
• Identifies, recruits, retains and develops talent to secure a diverse, competent, high performing team and future succession. Supports the leaders in doing the same with their co-workers.
• Leads the Loyalty and Customer Service team and working in collaboration with the Commercial Team, Logistics team to secure a seamless and high quality multichannel shopping experience
• Ensures a better understanding of the local customer, market and community to enable a better local connection to the store experience, solutions, and commercial calendar
• Utilizes customer insights and feedback to improve customer satisfaction and ensure a seamless shopping experience from home to home.

IDEAL CANDIDATE PROFILE: Key Skillsets and Competencies:

Minimum Years of Experience: 7 years experience managing in a high volume large format environment and leading different levels

• Proven track record with developing high level leaders
• Previous retail experience required.
• Ability to think, lead and act strategically.
• Previous management and leadership of large teams or groups required.
• Previous experience working through others by influencing, collaborating, and co-creating in matrix and interdependent organizations required.

Ideal candidate will be able to work retail hours based on the business needs of the location including week nights, weekends and holidays.