Customer Relations Manager
5 maanden geleden
Job ID:
Date posted: 14/06/
IKEA Amersfoort is looking for a Customer Relations Manager
As an experienced people manager, you are passionate about people, and you delegate responsibilities to your team managers to help them with their personal growth and development. Your passion for customers is key to ensure that customers are the centre of attention for all colleagues, so that the store is a destination for the whole family. You have experience with implementing action plans, managing budgets and following up goals. In addition, you ensure that all customer relationship initiatives stimulate IKEA growth and contribute to long-term profitability without losing sight of the impact on customer satisfaction
What you'll be doing day to day
Build and retain long-lasting relationships with new and existing customers. Secure that we meet their expectations throughout their entire shopping experience in a multi-channel environment before, during and after their visits.
Be a pro-active partner in the store management team and the store commercial team. Lead and manage the customer relations department to fulfil the purpose of the function by building business & people together as well as contributing to the overall business goals.
Your assignment:
At IKEA Amersfoort we want to exceed customer & visitor expectations, we want to stimulate more frequent visits and deliver a funday out that secures a positive shopping experience that creates trust in IKEA.
Customer Relations need to work in partnership with all business functions in the store to build and retain long-lasting relationships with new, existing customers especially our loyalty members IKEA Family .
Through market data and instore analysis secure an understanding of our market from a visitor and customer perspective, to influence store business decisions.
oincrease penetration .
oIncrease visitation.
oImprove customer experience.
oInfluence commercial opportunities by sharing what expectations, motivations the customer has.
Drive a customer-focused culture and support customer and co worker behaviour in an omni-channel environment to ensure an overall seamless, consistent and positive shopping experience by:
oAnchoring and securing usage of new digital touchpoint in the business
oEncourage customers to give feedback on their experience.
oRemoving hindrances and promote an easy buying experience, allowing
customers to shop how, when and where they like.
As part of the Commercial team, lead the customer engagement activities to secure shopping at IKEA is truly fun day out.
Optimize waiting times from home to home and actively involve other functions to support a positive shopping experience.
Together with the store management team, create and implement the annual store action plan and take ownership for your part of its delivery.
Lead our business through people by securing competent, high-performing and customer focused leaders who' develop and empower diverse co-workers to exceed customers' expectations.
Identify and develop the many talents within the department in order to secure succession planning.
Our team within IKEA
Can you imagine it? IKEA started out as a small mail order company in Älmhult, a Swedish village in the countryside. Nowadays you can find us in 63 countries with a unique range. Working at IKEA means working in a world of ideas. A world that our own colleagues describe as a workplace where everyone is welcome and you can be yourself. Where together we make a difference for as many people and the planet as possible. But also a workplace where you determine your own career steps and where there is plenty of room for your practical creativity and ideas. And all this while you work in a great team with colleagues who are always there for you and help you when necessary.
Who you are
At IKEA we think it is important that you can be yourself. You consider a safe working environment to be the most important thing, so you are committed to achieving that for the team. Through personal contact you ensure that your people feel heard and seen. Your work as a manager challenges you. Because you also know that happy, satisfied employees deliver great performance. Every day is really different, which is why you are flexible and deal well with changes. What else do you need:
- the ambition to grow personally and professionally;
- passionate about working with people and can inspire, coach and lead change across all functions;
- an entrepreneurship spirit and is a true IKEA ambassador with a passion for our vision, culture & values;
- believes in the impact of good team development and that it is key to achieve good result;
- visionary, strategic and has the drive and commitment to proactively build relationships with customers; - can translate customer insights into clear tactics that will enhance the customer experience;
- challenges the way we do things by looking for and implementing better ways;
- has good analytical and numerical skills.
- Omichannel selling is a normall way of working for you and you see the opportunity in each layer of omnichannel
- Follows up and makes a plan for the new actions
Good for the planet and for you
What we do today, we will do a little better tomorrow. Because together we take care of people and the environment. And IKEA also takes good care of you in the meantime. Start as a Customer Relations Manager and receive, based on 38 hours per week:
-A gross monthly salary between 4, and 6,, depending on your knowledge and experience. The latter amount is the maximum of the scale to which you can grow in this role.
-A 13th month and 8% holiday pay. These are paid out in December and May by default, but you can also choose to receive them monthly.
-A collective bonus scheme. This is determined annually and amounts to a maximum of % of your gross monthly salary.
-Travel costs for public transport are % reimbursed. Do you live within a radius of 5 to 20 km from the IKEA branch? Then you can also opt for a lease bicycle. Are you traveling by car? Then you will receive a compensation for travel costs up to a maximum of euros per month.
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