Customer Experience Manager

4 weeks ago

Johor Bahru, Malaysia Ikano-Retail Full time

Company Description

IKEA is the world’s largest home furnishing retailer with 460 stores across more than 60 countries. IKEA Malaysia is part of Ikano Retail, one of 12 IKEA franchisees and the only one owned by the family of Ingvar Kamprad, who founded IKEA in 1943.

IKEA Malaysia creates a better everyday life 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. Ikano Handel Sdn. Bhd. owns and operates four omnichannel stores in Malaysia, including IKEA Damansara, IKEA Cheras, IKEA Tebrau and IKEA Batu Kawan. To learn more, visit IKEA.my

**Job Description**:
To build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment. To contribute to a positive and joyful shopping experience for all IKEA visitors and customers.

**Your assignment**:

- To contribute the creation and operational implementation of the local customer relations action plan.
- To support a customer focused culture throughout the complete unit and ensure an overall inspiring shopping experience and easy buying experience.
- To contribute to the building of business competence by supporting co-workers in their efforts to improve according to agreed development plan.
- To implement the global solutions, service and tools that support self-service and self-choice during the complete buying experience.
- Implement and follow up on the activities identified to remove hindrances and secure a customer focused easy buying experience.
- To ensure the efficient and cost-effective execution of the IKEA exchange and returns policy and a customer friendly handling of complaints.
- To provide input to the service agreements and contract with internal/external partners such as the customer support centre and support co-workers.

**Qualifications**:

- Solid understanding of all aspects of the home-to-home shopping experience.
- Proven leadership knowledge in a people-centric organisation.
- Experienced in problem-solving and conflict-management.
- Knowledge of the easy buying process and good knowledge of IKEA sales support tools.
- Able to work on shifts, rotate weekend 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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