Customer Manager

Hotell, restaurang och turism · Mat- och dryckesservice · Restaurangservice · Restaurangdrift

I korthet

IKEA is seeking a Customer Manager in Mumbai, India, to lead the Customer Relations and IKEA Food functions. This role focuses on driving commercial growth, operational excellence, and customer satisfaction, ensuring a positive shopping experience and fostering long-term customer relationships.

Ansvarsområden

Lead the Customer Relations and IKEA Food functions, driving commercial growth, operational excellence, and customer satisfaction.
Maximize sales, profitability, and business performance in line with local, national, and global frameworks.
Ensure a safe, high-quality, and rewarding customer experience.
Continuously improve the customer journey, strengthen customer loyalty, and develop recommendations for sustainable business growth.
Ensure compliance with food safety, health, safety, and security requirements for customers and co-workers.
Drive a customer-focused culture and secure an inspiring shopping experience.
Influence the unit management team with customer insights to base business decisions on customer expectations.
Identify and remove hindrances to ensure an easy buying experience, a positive shopping experience, and easy payment and after-sales fulfillment.
Support commercial initiatives and priorities.
Establish and maintain service agreements with internal stakeholders and external partners.
Plan and determine departmental resources and investments for operational excellence.
Ensure the department works according to internal, global, and national rules and policies, IKEA best practice, and local legislation.
Collect and synthesize data to improve and develop customer service.
Provide relevant consumer and customer insights to the store team to support problem-solving.
Champion the delivery of a seamless, convenient, and rewarding end-to-end shopping experience.
Cooperate with key stakeholders to secure integration and common focus.
Ensure the customer experience in the store, seamless and convenient check-out, and IKEA Food business.
Contribute to the implementation of global and national food safety compliance standards.
Ensure retail foundations, sales steering tools, food safety, and Swedishness are in place to optimize commerciality.
Contribute to the creation and implementation of the IKEA Retail Food business plan and food action plans.
Ensure customer focus and business plans relate to the local action plan.
Lead, coach, and develop the team, promoting individual growth and competence.
Secure a high-performing team and strong collaboration across the store.
Support managers, leaders, and team members in setting and working on relevant goals and development plans.
Identify and develop talents within the unit and department to secure succession planning.
Establish and maintain service agreements with internal stakeholders, across the market, with SO, RCMP, and external partners.
Secure and monitor the department is working according to internal, global, and national rules and policies, IKEA best practice, and in accordance with local legislation.

Krav

Minimum 5 years of leadership experience with a proven track record in developing and leading high-performing teams.
Experience in driving customer satisfaction and delivering business results in a customer-focused environment.
Strong problem-solving, decision-making, and conflict management skills.
Ability to lead through change and complexity.
Good understanding of IKEA business, values, and ways of working.
Experience in a fast-paced, multichannel retail environment.
Good knowledge of P&L, budget management, cost control, and resource optimization.
Good knowledge of Food, Hospitality, Retail Operations, or Customer Service management.
Proven ability to create and deliver an excellent customer experience.
Utilize customer insights and feedback to drive continuous improvement.
Good understanding of talent management, including recruitment, succession planning, coaching, and development.
Experience in leading organizational change and implementing improvement initiatives.
Good knowledge of legal compliance requirements, contracts, and vendor/third-party management.
Understanding of health, safety, security, and food safety requirements.
Ability to act as a key contact for authorities and external stakeholders.
Knowledge of food operations, food quality standards, and food business performance management.
Strong analytical, communication, and stakeholder management skills.
Ability to influence and collaborate across functions.
Passion for people, food, and creating positive customer experiences.
Strengthen business performance and customer loyalty.
Good analytical and communication skills.

Önskade kvalifikationer

Experience in a fast-paced, multichannel retail environment.
Ability to lead through change and complexity.

Förmåner

Equal Employment Opportunity employer.
Value diverse backgrounds, perspectives, and skills.
Work environment free of discrimination and harassment.
Encourage individualism and invite you to come join our team and be yourself.

Färdigheter

P&LBudget ManagementCost ControlResource OptimizationRetail OperationsCustomer Service ManagementTalent ManagementSuccession PlanningCoachingDevelopmentOrganizational ChangeLegal ComplianceContractsVendor ManagementThird-party ManagementHealth and SafetyFood SafetyFood OperationsFood Quality StandardsFood Business Performance ManagementAnalytical SkillsCommunication SkillsStakeholder Management

#Customer Relations#Retail#Management

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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