Shopping Experience Manager

hace 1 mes

Zapopan, México Ikano-Retail A tiempo completo

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 Mexico - 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 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**:
**PURPOSE OF FUNCTION**

To build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment by:

- Valuing and fulfilling customer needs and expectations thereby stimulating more and more frequent visits.
- Understanding customer motivation and expectations, and play an active role in turning them into commercial opportunities.
- Ensuring a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit.
- This shall happen by working in partnership with all business functions to contribute to commercial growth.

**PURPOSE OF JOB**

To contribute to an inspiring and joyful shopping experience for all visitors and customers. This includes in particular:

- Understanding customers' emotional needs and translating them into implemented commercial solutions.
- Securing the foundation for an inspiring, joyful, welcoming and family-friendly atmosphere.
- Using customer insights to improve customer satisfaction.

**ASSIGNMENT**
- Contribute to the creation and operational implementation of the local customer relations' action plan.
- Support a customer-focused culture throughout the complete unit and ensure an overall inspiring shopping experience in a multichannel retail environment.
- Contribute to the building of business competence by supporting co-workers in their efforts to improve according to agreed development plans.
- Create the emotional conditions for a positive meeting with visitors and customers.
- Implement and follow up with “ways to shop” in your unit and ensure that it fulfils its purpose.
- Provide a family-friendly environment that converts more visitors to happy customers.
- Provide an inspiring and motivating direction for your team and its individual members to ensure development and succession.
- Ensure “First Time Right” mind set is secured with internal and external stakeholders.
- Provide input, ensure execution and follow up on the service agreements and contracts with internal/external stakeholders to secure operational excellence according to business needs.
- Ensure balanced operational excellence in daily operations within the stated area of responsibility to secure a positive shopping experience in line with the Commercial Review requirements
- Support proactively with customer insights to generate business and functional improvements with relevant stakeholders.
- Actively communicate department goals and KPIs and perform regular evaluation with the team.

**Qualifications**:
**JOB-SPECIFIC KNOWLEDGE**
- Good understanding of all aspects of the IKEA multichannel shopping experience at the various touch points in order to deliver a high level of service.
- Competition and their service offer.
- Life at home.
- Cost and budget management.
- Proven leadership knowledge in a people-centric organisation.
- Ability to communicate with various levels of co-workers/management.
- Talent management, i.e. development, succession.
- Change management.
- IKEA Brand, IKEA culture and values.
- Local customer insights, including sources.
- Knowledge of services and tools that can support the customer shopping experience.
- Legal requirements and third-party contracts.
- Knowledge of working methods & processes according to work focus.
- Good knowledge of IKEA sales support tools & IT Systems.
- Passionate about growing and developing business, by supporting and acting to ensure the work impacts customers in a positive manner.

**MOTIVATION**
- Be passionate about customers and act to ensure a positive shopping experience.
- The IKEA values truly reflect personal values.
- Passionate about growing and developing business.
- Enjoy working in a fast-paced and future-oriented environment.
- Having the desire to learn and want to improve my skills, using this to the benefit of IKEA and for growing personally.
- Passionate about home furnishing, people's life at home and the IKEA range of products and services.

**CAPABILITIES**
- Ability to work independently and reliably on agreed working methods.
- Good communication, negotiation and influencing skills.
- Ability to find solutions to customer and operational issues.
- Good attention to detail by being attentive, persistent, structured and accurate.
- V

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