Shopping Experience Manager

6 months 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.

Reporting to the Customer Relations Manager, you will be expected to manage and lead the team to provide a positive and joyful shopping experience that creates trust in the IKEA Brand for all IKEA visitors and customers.

**Your assignment**
- To create a positive and family-friendly shopping experience for our customers by managing shopping tools and amenities, customer care rooms and Smaland.
- To champion and foster customer-centricity and service excellence in all touchpoints.
- Plan, coordinate and follow up on customer engagement activities in the store.
- Manage the daily operations for your team of co-workers including performance management, training and development, succession planning and recruitment.
- Handle customers’ queries and complaints and deliver service improvement in a professional manner to enhance the customer experience.
- Be knowledgeable on customer experience mapping and analyse CX-related performance indicators for business improvement.
- Work with external service providers and service contracts to provide a positive and efficient shopping experience for all IKEA visitors and customers.

**Qualifications**
- You have a proven experience of at least 5 years in customer service management and in leading a team of co-workers in a retail or customer serviced oriented environment.
- You are customer-centric with the ability to find solutions for customers and operational issues.
- You are a problem-solver with strong analytical and numerical skills.
- You have the energy and drive to deliver with the ability to manage stressful situations.

**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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