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Customer Experience Team Leader

Detaljhandel och konsumenttjänster

I korthet

As a Customer Experience Team Leader, you will lead and coach co-workers to ensure a consistent customer experience in various areas like Cash Lanes and Click and Collect. You will monitor performance, analyze customer concerns, and implement improvements while also hiring, onboarding, and developing team members.

Ansvarsområden

Lead and coach co-workers on the shop floor to secure consistent customer experience and operations in the Cash Lanes, Click and Collect, Home Delivery, Handout and Car Loading Area.
Ensure customer service co-workers have the knowledge, confidence and empowerment to make decisions that have a great customer experience outcome.
Monitor performance against agreed goals, adapting and taking action when required and analyzing customer concerns, KPIs and root cause analysis to make future improvements.
Monitor Cash Lanes, FSHO and CnC wait times, processes, and guidelines, and develop actions to improve customer experience.
Implement working routines, competence development and follow-up of Commercial Review and Compliance (ASR) related to the role and functions.
Hire, onboard and train Customer Care and Carts co-workers. Direct the overall selection, onboarding, development of co-workers.
Create individual development plans, manage resource planning, co-worker relations issues and performance, and delegate responsibilities.
Ensure co-workers' competence on system knowledge (ISELL, Centiro, MHS, IPOS, and queuing systems), keeps the work areas efficiently equipped and effectively covered at all times during open hours, and secures correct level of systems access related to Services.
Identify successor and create as well as secure necessary training.
Build emotional connections through meaningful and empathetic interactions with customers; setting the example and coaching others on how to do the same.
Partner with Risk & Compliance to ensure adherence to policies regarding cash handling, inventory, safety and internal audit standards.

Krav

3 years of experience leading a team, preferably in a retail environment.
Experience planning, driving output and measuring performance (business).
Experience leading and developing a team, preferably in a retail environment.
Knowledge and understanding of Customer Service standards, routines and best practices.
Experience with problem solving and conflict handling techniques.

Önskade kvalifikationer

Experience in retail, preferably in the home furnishing sector.

Förmåner

Hourly pay rate between $27.51-35.00
34-40 hours per week
5 days per week
3 full weekends a month

#Customer Relations

Om IKEA

The IKEA vision is to create a better everyday life for the many people. Our business idea is to offer well-designed, functional and affordable, high-quality home furnishing, produced with care for people and the environment. The IKEA Brand unites more than 200.000 co-workers and hundreds of companies with different owners all over the world. It’s one brand, but it reaches millions of hearts and homes. Our value chain is unique. It includes everything from product development, design, supply, manufacture and sales – and of course it begins and ends with our customers. The IKEA retail business…

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