Remote Customer Care Manager – Customer Support Center – 36h

Candidate profile (title) Who you are

Candidate profile (text) – Default language We believe your backpack consists of:

• Good knowledge of IKEA’s corporate identity, core values and vision of creating a better everyday life for the many people
• Strong knowledge of Customer Care (Resolutions) services in a remote environment, both proactively and reactively
• Strong knowledge of Customer Care (Resolutions) processes and its contribution to business growth
• Strong knowledge of the drivers of customer satisfaction, with special focus in omnichannel environments
• General knowledge of the IKEA product range
• Strong understanding of the complexity of IKEA business and the role of RCMP (Remote Customer Meeting Point), as an integrated part of the business. General knowledge of the contact center industry and in particular the customer care function within globally steered organizations
• Strong knowledge of change management within a complex business environment. Ability to analyze risks and consequences of a change initiative
• High level of data/computer proficiency
• Strong analytical and strategic skills
• Solid commercial acumen
• Ability to direct efforts to set and achieve long-term business objectives through matrix leadership
• Strong interdependent leadership skills with the ability to build trustful relationships
• Ability to drive the Resolutions agenda in the management team in an inspirational and clear way always with IKEA tone of voice

Your backpack is our wish list! If you don’t recognize yourself in all these points, you might still be an excellent candidate for the role. We like to think long-term and invest in people’s development together with us.

Key responsibilities (title) Your responsibilities

Key responsibilities (text) In this role, you will:

• Accountable for executing and adapting the global Resolutions strategy to local prerequisites and drive country Resolutions in order to enable a proactive approach and convenient solutions to customers
• Accountable for achieving country business goals thus meeting set business outcomes and enabling a customer-centric customer service
• Initiate and lead in best practice Resolutions, by promoting state of the art Resolutions knowledge and techniques across Remote Customer Meeting Point (RCMP)
• Participate and provide input to the Country Remote Customer Meeting Point (RCMP) Management Team, with a continuous focus on driving the best customer and co-worker experience across all areas of the RCMP
• Contribute with input to the RCMP country goal-setting process, in order to secure Resolutions perspectives are taken into account
• Lead, coach and develop the team, promoting individual growth and securing a high performing team of passionate experts
• Decide on priorities and resource allocation within the team in order to ensure sufficient resources and excellent competences are available
• Responsible for maintaining close cooperation with the global Resolutions team, providing input and feedback in order to maximize continuous improvement in the Resolutions area
• Responsible for maintaining close cooperation with Customer function in service office (head office) in order to align on focus areas, improvement needs and ways of working
• Secure active participation in relevant parts of the Remote Partner meeting cadence (daily/weekly/monthly/tertial) in order to enable close collaboration with Remote Partners.

Team vision ( title) About this work area

Team vision (text) Through a highly engaged team, drive a strong customer mindset, enabling excellence, competence, and best in class co-worker support towards customers.

Ensure a seamless experience for claims and other support needs after the purchase in an omnichannel environment, creating a rewarding customer experience in a remote context.

Lead and manage the area operational team within the country in alignment with the group counterpart.

Let’s connect Questions and support? Let’s connect!

Let´s connect Does this sound like your next challenge? IKEA offers an exciting and empowering work environment in a global workplace. And as the world’s leader at life at home, you have exceptional opportunities to grow and develop together with us.

In addition to a competitive remuneration, we offer:

• Eco-vouchers
• End-of-year bonus, holiday pay and sector premiums
• An allowance if you come by bike
• Private leasing of an electric bike, we are happy to give you a boost
• Comprehensive hospitalization insurance
• A private accidents insurance
• Pension savings
• A leave savings plan! Choose how you want your late/early hours (before 7h and as of 19h) to be paid out: a supplement on your salary or in holiday hours
• We also offer extralegal holidays, seniority holidays and for full-time colleagues 6 extra days off
• A canteen where you can eat delicious food at very democratic prices
• IKEA Tack! Loyalty reward, an additional deposit into your retirement savings based on our global results and your loyalty to IKEA
• ONE IKEA Bonus: an additional bonus based on your shop’s results
• IKEA Benefits at work: a portal offer you great discount for well-known stores and brands
• IKEA staff discount 15% on all your purchases
• Team outings & staff parties, because togetherness is very important to us
• A nice extra in case of legal cohabitation/marriage/birth/retirements to celebrate these beautiful moments

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