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Checkout Services Manager (Customer Relations)

Checkout Services Manager (Customer Relations)

303825BR

Mumbai

It takes a dream to create a successful business idea....It takes people to make dreams a reality.

 

Working at the IKEA Group means that you are part of an inspiring, fun and fast-paced environment. We’re the world’s largest home furnishing retailer, with 155,000 co-workers and operations in 43 countries, but we value working in a non-bureaucratic way. Here you can always be yourself. In fact, we actively encourage it! At IKEA, we respect each other, our differences and are open to everyone making a contribution. So no matter where you work in the world, you’ll most likely rub shoulders with a diverse group of people – with different backgrounds, special skills and a quirky sense of humour.

 

We offer exceptional career and learning possibilities at IKEA. Our co-workers are encouraged to try different roles, and many change between functions and countries several times in their careers. You can design your own career path according to your development plan and future goals. We believe in every co-worker’s ability to develop. Because as you grow, IKEA grows too. To start growing with IKEA, take a look at our different roles and available jobs.

 

 

PURPOSE OF FUNCTION

 

To build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment by:

 

  • Valuing and fulfilling customer needs and expectations thereby stimulating more and more frequent visits.

  • Understanding customer motivation and expectations, and play an active role in turning them into commercial opportunities.

  • Ensuring a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit.

  • This shall happen by working in partnership with all business functions to contribute to commercial growth.

  • Securing a fast, easy and customer-friendly check out.

  • Securing a cost-effective payment process.

  • Ensuring payments are handled in a reliable, efficient and secure way

 

 

OVERVIEW OF THE ROLE

 

  • Contribute to the creation and operational implementation of the local customer relations' action plan.

     

     

  • Support a customer-focused culture throughout the complete unit and ensure an overall easy buying experience.

  • Contribute to the building of business competence by supporting co-workers in their efforts to improve according to agreed development plans.

  • Implement the global solutions, services and tools that support easy and fast check out, and a safe and secure working environment.

  • Analyse customer-related and financial key performance indicators and act with relevant stakeholders on the root causes of customer dissatisfaction and other cost drivers.

  • Ensure a customer-friendly, efficient and cost-effective execution of the payments process.

  • Provide an inspiring and motivating direction for the team and its individual members to ensure development and succession.

  • Maintain relations with external and internal partners, e.g. cash in Transit Company.

  • Ensure operational excellence in daily operations in order to enhance the easy buying experience.

  • Support proactively with customer insights for business and functional improvements.

 

 

JOB SPECIFIC EXPERIENCE & SKILLED REQUIRED

 

Essentials for the role

 

  • Solid understanding of the easy buying experience.

  • 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.

  • Knowledge of working methods according to work focus.

  • Knowledge of legal requirements and third-party contracts.

  • Knowledge of the payment process.

  • Good knowledge of IKEA payment tools.

  • 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.

  • Ability to work on agreed working methods independently and reliably.

  • Good communication, negotiation and influencing skills.

  • Ability to find solutions for customer and operational issues.

  • Good attention to detail by being persistent, structured and accurate.

  • Very perceptive with the ability to implement solutions quickly.

  • Sound understanding of business and a background gained from working in a customer-focused, fast-paced and multichannel retail environment.

  • Experienced in creating and implementing short-term plans and following up goals.

  • Proven customer-focused mindset.

  • Self-reliant and motivated with a proven ability to work as part of a team as well as independently.

  • Self-confident and assertive with the ability to influence through the use of customer insights.

  • Ability to set clear expectations and directions.

  • Proven record/experience of developing people and organisations.

  • Good analytical and numerical skills.

  • Ability to communicate confidently and clearly in the local language(s) and English.