Customer Experience Manager

hace 2 meses

Ciudad de México, Ciudad de México Ikea A tiempo completo

About the Role

We are seeking a highly skilled and customer-focused professional to join our team as a Customer Experience Manager. As a key member of our Customer Contact Centre, you will play a vital role in ensuring the satisfaction of all customers who contact us directly.

Your Key Responsibilities

  • Report to the Customer Contact Centre Manager and be responsible for ensuring customer satisfaction across all contact channels.
  • Collect and analyze customer feedback to improve the overall shopping experience and provide insights to the management team.
  • Lead and manage the Operation Team, including recruitment, coaching, mentoring, training, scheduling, and performance management, aligned with the IKEA values.
  • Support the achievement of established aftersales business objectives and goals, prioritizing customer needs and maintaining effective communication with stores.
  • Initiate development activities to ensure customers interact with friendly, helpful, and knowledgeable colleagues.

Requirements

  • At least 5-7 years of experience in a customer-facing, service-oriented, fast-paced, and omnichannel retail environment.
  • Strong belief in the importance of customer loyalty and passion for home furnishings and customer service.
  • Excellent communication skills in English, with a desire to improve the customer experience and problem-solving abilities.
  • Self-reliant, motivated, calm, empathetic, and customer-focused, with a strong understanding of business processes and customer perceptions.
  • Ability to prioritize, resolve, and communicate customer needs effectively.

What We Offer

  • Opportunity to contribute to the development of your individual and team skills through best practice sharing, process improvements, and customer-focused solution sharing.

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