Customer Relations Manager

Ensure an exceptional shopping experience for every customer by providing attentive, efficient, and inspiring service at all touchpoints. Lead customer-focused teams within an omnichannel retail environment, identifying opportunities for improvement to increase satisfaction, loyalty, and ease of shopping.

Activities:

• Lead and promote a customer-centric culture, ensuring a consistent and positive shopping experience across all sales channels.
• Oversee and enhance the customer experience throughout the entire journey, from initial engagement to after-sales service.
• Maintain high standards of customer service by resolving issues and removing barriers that could negatively impact the shopping experience.
• Analyze customer feedback, needs, and trends to implement continuous improvement initiatives. Collaborate with sales, checkout, customer service, and operations teams to ensure a seamless and integrated experience.
• Ensure that staff members have the necessary tools, knowledge, and skills to provide exceptional service.
• Monitor customer satisfaction metrics and operational performance, developing action plans to improve outcomes.
• Support commercial initiatives and retail campaigns, ensuring excellent execution from the customer’s perspective.
• Develop and strengthen team talent, fostering continuous learning and a service-oriented mindset. Manage resources and operational priorities to balance business needs with customer expectations.

Your profile

Essential: Solid experience in retail, customer service, hospitality, or service-related sectors.

Motivation:

• Be passionate about customers and act to ensure a positive shopping experience.
• The IKEA values truly reflect personal values.
• Passionate about leading business through people.
• Enjoy working in a fast-paced and future-oriented retail environment.
• Passionate about home furnishing, people's life at home and the IKEA range of products and services.

Knowledge:

• A solid understanding of all aspects of the IKEA multichannel shopping experience at the various touch points in order to deliver a high level of service
• Solid understanding of the easy buying experience.
• Competition and their service offer
• Life at home
• Cost and budget management.
• Proven leadership skills in a people-centric organisation.
• Talent management, i.e. recruitment and development.
• Change management.
• IKEA Brand, IKEA culture and values.
• Retail market customer insights, including sources.
• Relevant customer relations processes, tools and working methods.
• Legal requirements and third-party contracts
• Passionate about growing and developing business, by supporting and acting to ensure the work impacts customers in a positive manner

Capabilities:

• Ability to align customer needs and expectations with business needs.
• Good communication, negotiation and influencing skills
• Ability to find solutions for customer and operational issues.
• Good social skills with a high level of accessibility.
• Ability to make things happen with flexibility, speed and simplicity.

This position is based in Mexico City (Oceanía) and offers a rare opportunity to be part of the establishment of IKEA in a whole new market. You will get a chance to push boundaries and influence the direction of IKEA in Mexico. All as part of a caring and open culture where we live our values, work hard, have fun and operate with a long-term perspective.

Because here opportunities arise and growth follows.

If you are interested to be part of our team please apply here!

https://www.ikea.com/mx/es/