Customer Relations Manager

2 days ago

Johor Bahru, Malaysia Ikano-Retail Full time

Company Description

The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Singapore, Malaysia and Thailand - and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.

We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.

We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.

**Job Description**:
You will lead the team, which includes Checkout, Customer Services and Operations Fulfilment section to ensure that your department is fast and efficient for IKEA’s customers and cost-effective for the IKEA store. Establishing and retaining a life-long relationship with existing and new customers to drive sales growth and sustained long-term profitability by:

- Developing and delivering action plan for the store, communicating the agreed plan to the team and coach them in their action plans based on agreed goals and Key Performance Indicators (KPIs)
- Getting feedbacks from our customers and work with the team and other functions to make improvement for our customers by securing an easy buying process throughout the store
- Working with the Commercial Team to support commercial activities in converting visitors to customers and generate repeated store visits
- Using evaluated customers insights to build business plans and actions in order to continually improve how we work
- Ensuring the various service frontlines are appropriately staffed at all times of the day and that our aftersales care takes responsibility for resolving customer complaints effectively
- Operationally, you ensure fast and easy payment processes, clear customer guidance, and ensure we build strong customer relations over time by optimising the potential of our loyalty programs. Working with your team to improve efficiency and reduce waiting times for the customers.

**Qualifications**:

- You have at least 8 years of retail / customer service management experience, with strategic, analytical abilities and a strong passion in the home furnishing business
- You have people management experience
- Highly driven and enjoy working in a fast-paced environment and have a strong desire to work in a team-oriented work culture
- Have in-depth knowledge of local market business conditions and competitive environment and is passionate about growing business
- You are desired to take on responsibility, with good communication skills and a service-oriented mind with customers’ best interest at heart
- Proficient in computer skills; in Powerpoint presentation, Excel and Word. You are comfortable with interacting with people of all levels
- You are self-reliant and motivated with a proven ability to work as part of a larger team.
- Willing to work shifts, weekends and public holidays.

Additional Information

**Working with us has its rewards**

Wherever you work within IKEA Southeast Asia, you enjoy a wide range of benefits. Here are just some of them:
**IKEA discounts**

Co-workers are our most valued customers and are entitled to a 15% discount on any home furnishings and food sold in our stores, from the first day of work.

**Flexi benefits**

We offer flexi benefits to cater our co-workers who are in different life stages with differing benefits needs. Within an annual Flexible Spending Account, co-workers can claim against dental, optical, fitness memberships or classes, vaccination or immunisation, non-insured outpatient medical expenses, health screenings, health supplements, IKEA purchases, health aid & equipment and mental health.

**Maternity and paternity leave**

We give mother four consecutive months of maternity leave and father receives four weeks of paid time off after a baby has arrived to help share the joys - and responsible - at home.

**Gifts**

We enjoy special occasions together and give tokens to mark birthdays, marriage and the arrival of a baby. We reward loyalty through our Long Service Awards/

**Work environment**

As home furnish experts, we take pride in providing inspiring workplaces that showcase IKEA products and create a relaxed, open atmosphere where we work side by side.

**Incentive plan**

All co-workers may earn an annual financial reward when we meet our shared business objectives.

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