Job
Description
**Job Description:** **Role Overview:** As a passionate individual, you are dedicated to people, business, and IKEA's purpose. You thrive on enhancing customer value, driving business growth, and contributing to overall success through effective leadership and development of your team. Your role involves setting strategies, monitoring KPIs, defining future needs for customer experience, and actively following trends to ensure world-class customer service. You will lead, coach, and develop a team of specialists to provide the best customer and co-worker experience. **Key Responsibilities:** - Accountable for setting the strategy and driving the development of Remote Resolutions to meet customer requirements and enhance customer and co-worker experience - Contribute to setting and monitoring Remote Resolutions KPIs and goals at Group and Country levels - Define future needs for Resolutions customer experience, translate them into roadmaps, and drive improvement initiatives - Validate root causes, define improvement areas, and drive escalation to minimize non-value adding contacts - Actively follow trends, customer behavior, and expectations to implement improvement initiatives - Define best practices in Resolutions management by benchmarking against industry standards - Provide expertise and input in Group RCMP Management Team to enhance customer and co-worker experience - Lead, coach, and develop a team of Resolutions leaders and specialists - Share insights on pain-points in the resolutions process with relevant functions - Ensure cross-fertilizing of best practices and monitor roadmaps to maximize performance of the Remote Resolutions community **Qualifications Required:** - Formal qualification in Marketing, Business Management, or equivalent - Minimum 8 years of experience in customer service - Minimum 5 years of experience in leading and managing leaders with profit/loss responsibility - Experience working with new technologies such as broadcasting, video sales, and Augmented Reality - Strong analytical and strategic skills - Solid customer experience acumen - Ability to set and achieve long-term business objectives through matrix leadership - Ability to manage large networks across a global omnichannel and multinational matrix organization - Strong interdependent leadership skills and ability to build trustful relationships - Good knowledge of IKEA's corporate identity, core values, and vision - Expert knowledge of aftersales area and its contribution to business growth - Broad understanding of the current market environment and customer expectations (Note: Additional details about the company were not provided in the job description) **Job Description:** **Role Overview:** As a passionate individual, you are dedicated to people, business, and IKEA's purpose. You thrive on enhancing customer value, driving business growth, and contributing to overall success through effective leadership and development of your team. Your role involves setting strategies, monitoring KPIs, defining future needs for customer experience, and actively following trends to ensure world-class customer service. You will lead, coach, and develop a team of specialists to provide the best customer and co-worker experience. **Key Responsibilities:** - Accountable for setting the strategy and driving the development of Remote Resolutions to meet customer requirements and enhance customer and co-worker experience - Contribute to setting and monitoring Remote Resolutions KPIs and goals at Group and Country levels - Define future needs for Resolutions customer experience, translate them into roadmaps, and drive improvement initiatives - Validate root causes, define improvement areas, and drive escalation to minimize non-value adding contacts - Actively follow trends, customer behavior, and expectations to implement improvement initiatives - Define best practices in Resolutions management by benchmarking against industry standards - Provide expertise and input in Group RCMP Management Team to enhance customer and co-worker experience - Lead, coach, and develop a team of Resolutions leaders and specialists - Share insights on pain-points in the resolutions process with relevant functions - Ensure cross-fertilizing of best practices and monitor roadmaps to maximize performance of the Remote Resolutions community **Qualifications Required:** - Formal qualification in Marketing, Business Management, or equivalent - Minimum 8 years of experience in customer service - Minimum 5 years of experience in leading and managing leaders with profit/loss responsibility - Experience working with new technologies such as broadcasting, video sales, and Augmented Reality - Strong analytical and strategic skills - Solid customer experience acumen - Ability to set and achieve long-term business objectives through matrix leadership - Ability to manage large networks across a global omnichannel and multinational matrix organization - Strong interdepend
