JOB TITLE: Store Service Business Leader (Department Head)
PURPOSE OF FUNCTION (SERVICE)
• To achieve an enjoyable, convenient and successful shopping and buying experience which will lead to increased sales and sustained long-term profitability.
• To create satisfied customers in an efficient and effective way by using all media and sales channels in order to attract and encourage more customers to come more often and buy more. This is achieved by optimizing sales priorities, using commercial activities and ensuring accurate forecasts for the total IKEA offer are in place.
• The main responsibilities are to ensure satisfied customers, develop and execute sales steering and sell the IKEA way.
PURPOSE OF THE JOB (SBL DH)
To lead and optimise the IKEA service business and secure satisfied customers and increased sales and profitability of the home furnishing offer. To lead strategies and actions of the IKEA business in a multichannel retail environment through the functions involved in the IKEA service business.
To lead and inspire your team to optimise the shopping experience to secure satisfied customers and increased sales and profitability in your store. To achieve this using your knowledge of the IKEA product range, the local market, competition and customers. Your leadership is based on performing & delivering while learning and developing in the business. You use the IKEA tools and expertise of your team and your colleagues to support you.
Ensure a market relevant service offer at a market relevant price in the different sales channels.
Secure a consistent, seamless positive customer experience through all channels by ensuring that your department is always striving to fulfil the three IKEA customer motivators: "Is it worth it?", "Can I trust IKEA", "Is there something for me?
Support the commercial team in maximising the opportunities of IKEA’s service business.
Lead and secure the implementation of country service business priorities while sharing and implementing good solutions.
Know your local market potential and work with your team and other functions to ensure your store is locally relevant throughout the different sales channels.
Ensure you have the right number of co-workers in the right place at the right time to run their area successfully and ensure they are available to serve customers & help them buy.
Secure successful implementation of country priorities and share & implement good solutions.
Secure the operational excellence of the service business together with all relevant stakeholders.
Follow up your financial goals, KPIs and costs, and take action on deviations. Motivate and develop team members by agreeing clear goals, expectations and conducting follow-ups.
Secure and follow up the qualitative performance of the service business, end to end, and continuously improve the ways of working.
Secure a cross-organisational alignment in terms of the scope of the service business in the market.
Actively support & ensure that the service business is in line with IKEA’s social & environmental commitment
Past Experience (Preferred):
IKEA CORE LEADERSHIP CAPABILITIES: all 6 capabilities are important and the 3 most critical leadership criteria for this job are: