الوصف الوظيفي
About the Business:
One of the companies bearing Al-Futtaim name is IKEA.
IKEA is the world's
largest home furnishings store, founded in Sweden over 60 years ago. At
IKEA not only our furniture is down to earth, straightforward and
inspiring, but so is our work ethics. Despite being the leading home
furnishing retail franchisee across the world, we at IKEA still give you
the room to grow! At IKEA "creating a better everyday life for the
many" isn't only our vision, it's our way of life!
About the Role:
To use IKEA
knowledge and to work with the store management team, to steer the store
towards growth, optimal performance and sustained long term
profitability. To always take a multi-dimensional view, considering the
customer, commercial, people and financial perspectives. Takes
ownership of all functional customer reviews within the store. Secure
control on procedures of the CR department, in line with company
policies and guidelines.
KEY ACCOUNTABILITIES:
Customers:
To work with the departments and to look at the operation through the eyes of the customer.
* Lead and
manage the team as well as work with the store and Service Office teams
to understand the local competitors' service offers, customers' shopping
behaviours and their living situations; and use these insights to
improve the customers' shopping experience.
* To be the
owner of all service offers across the store and ensure that they are
managed in an efficient and productive way and that the customer is
aware of the service and that the service is perceived as value added
benefit to them
* Follow up
with the store to ensure they are aware of the local market supporting
commercial activities from a CR perspective, which will convert more
visitors to customers, and generate repeat store visits, balancing our
business needs with our customers' needs.
* Coordinate a minimum of 1 visit per year to customers' homes - to ensure we know how people live.
* To ensure
that the customer shopping experience is constantly improved by being
the owner of and using tools such as ICSS, CSI, Mystery shopper results
and customer feedback to build relevant action plans which are discussed
and agreed with the store management team.
* To educate the customer on how to shop and to take action if required to improve the customer shopping experience.
* Ensure that
all changes in the store are agreed with the Customer Relations team, to
ensure that the change is looked at through the eyes of the customer
* Working with the store team to ensure the store is appropriately staffed at all times of the day.
* To improve the overall customers shopping experience:
* Waiting times
* Instant gratification
* A fun day out for the family
* Mechanical sales
* Basics and standards
* Services: develop new services based on the market requirements
* Educate the
store on responsible handling of customer complaints in a friendly and
understanding manner, encouraging the generous returns policy as well as
resolving issues promptly and to the customers satisfaction
Commercial:
* Be the owner of the E-Commerce (online shopping) division of the sales business
* To be an integral part of the Commercial Team from the customers perspective
* Work with the Commercial Activity Team on all projects and support from a CR perspective
People:
* To have a succession planning process in place for the CR and operations department
* To be able to work with and lead your team from a daily and strategic planning process
* Secure
customer focused training throughout the store to ensure the team have
the appropriate skills and behaviour to support the customer in the best
possible way
* To build and maintain a close understanding with the Regional Customer Relations and Operations Manager
Financial:
* To have a
full understanding of the P&L for the department to be able to make
improvements for costs and expenses on an on-going basis.
* To encourage the
المهارات
About You:
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Minimum Qualifications and Knowledge: University Graduate.
Minimum Experience: 5
to 7 years in customer service/relations management with at least 5
years in a management capacity.
Job-Specific Skills: Strategic Planning and Analytical Skills, Effective Communication, and strong leadership skills
Behavioural Competencies: Business Acumen, Problem Solving, Confident, Leadership Skills & Strategic Thinking.
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