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Customer contact center - Knowledge Management and Insights Manager

Customer contact center - Knowledge Management and Insights Manager

319156BR

Hyderabad

Essentials for the role
 
·         10-14 years of experience in training and insight management roles.
·         Understanding of the IKEA business and culture.
·         Knowledge of IKEA Customer Support Centre business.
·         Broad management experience.  
·         Good planning and organisational skills. 
·         Ability to communicate confidently and clearly in the local language(s) and English.
·         Know how to manage and develop complex processes.
·         Self-confident with the ability to influence through the use of customer insights.
·         Experience with project management.
 
Capabilities
 
·         Good analytic skills and numeracy skills. 
·         Good communications skills, both in local language(s) and English.
·         Good attention to details by being persistent, structured and accurate.
·         Ability to identify risks and opportunities from analysis. 
·         Ability to influence, negotiate and build relations to stakeholders, adapt approach depending on audience.
 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 playing 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.
 
Contribute to a seamless customer journey for all non face-to-face contacts by being overall responsible of collecting, analysing and sharing customer knowledge and insights. Seek and co-ordinate business opportunities to constantly improve and develop the business enabling the Customer Support Centre to provide fast and easy customer support in every customer contact. 
 
 
 
 
 
 
OVERVIEW OF THE ROLE
 
 
·         Be a contributor to the creation of the unit action plan and secure within the team that the plan is implemented and lived up to.
·         Work closely with stakeholders in the unit and on national level and secure that the insights gained in the Customer Support Centre is looped back to enable them to prioritise business decisions and eliminate hindrances in order to improve customer satisfaction.
·         Ensure quality management for all contact methods and support activities for improving the quality of customer contacts.
·         Propose mid-and short term actions based on customer data to improve operations within the unit.
·         Identify and analyse trends of customer behaviour affecting the contact centre business and make sure these are translated into actions.
·         Ensure the business competence by supporting the team in their efforts to improve according to agreed development plans.
·         Provide an inspiring and motivating direction for your team and it's individual members to ensure development and succession.
·         Benchmark with other units and the contact centre industry in general in order to get best practice and good ideas for developing systems, tools and processes.
 
JOB SPECIFIC EXPERIENCE & SKILLED REQUIRED
 
 
Essentials for the role
 
·         10-14 years of experience in training and insight management roles.
·         Understanding of the IKEA business and culture.
·         Knowledge of IKEA Customer Support Centre business.
·         Broad management experience.  
·         Good planning and organisational skills. 
·         Ability to communicate confidently and clearly in the local language(s) and English.
·         Know how to manage and develop complex processes.
·         Self-confident with the ability to influence through the use of customer insights.
·         Experience with project management.