The Job

Customer Relations Manager

Logistics, Sales & Operations · Sales & Business Development · Customer Success

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In short

As a Customer Relations Manager at IKEA in Mexico City, you will ensure a positive and joyful shopping experience for all customers. Your role involves implementing customer relations processes, driving a customer-focused culture, and identifying opportunities to improve the buying and after-sales experience.

Responsibilities

  • Ensure an overall easy buying process and a positive shopping experience.
  • Implement appropriate customer relations processes and tools.
  • Translate strategies into actions and operational plans.
  • Drive a customer-focused culture throughout the market.
  • Support managers and team leaders in setting and achieving relevant goals.
  • Influence management with customer insights for business decisions.
  • Identify and remove hindrances to secure an easy buying experience.
  • Support commercial initiatives before, during, and after the shopping experience.
  • Identify and develop talents within the department for succession planning.
  • Plan departmental resources and investments for operational excellence.
  • Ensure a positive impact on customers through daily work.

Requirements

  • Solid understanding of the IKEA multichannel shopping experience.
  • Solid understanding of the easy buying experience.
  • Knowledge of competition and their service offer.
  • Knowledge of life at home.
  • Knowledge of cost and budget management.
  • Proven leadership skills in a people-centric organization.
  • Experience in talent management, recruitment, and development.
  • Experience in change management.
  • Knowledge of IKEA Brand, culture, and values.
  • Understanding of retail market customer insights.
  • Familiarity with relevant customer relations processes, tools, and working methods.
  • Knowledge of legal requirements and third-party contracts.

Desired Qualifications

  • Passionate about customers and ensuring a positive shopping experience.
  • Personal values reflect the IKEA 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 align customer needs and expectations with business needs.
  • Good communication, negotiation, and influencing skills.
  • Ability to find solutions for customer and operational issues.
  • Good social skills with a high level of accessibility.
  • Ability to make things happen with flexibility, speed, and simplicity.
  • Passionate about growing and developing business.

Benefits

  • Rare opportunity to be part of the establishment of IKEA in a whole new market.
  • Chance to push boundaries and influence the direction of IKEA in Mexico.
  • Part of a caring and open culture.
  • Live our values.
  • Work hard, have fun, and operate with a long-term perspective.
  • Opportunities for growth.
#Customer Relations#Retail
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Company

IKEA

Job Posted

2 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Mexico City, Mexico

Applicants

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