Are you looking to join the IKEA team and be a part of something bigger? We’re always on the lookout for passionate and dedicated individuals to join our growing company.
Table of Contents
- Current Job Opening at IKEA :
- What is IKEA ?
- About the Job “Remote Resolutions Manager”
- Requirements for the Job
- Your Responsibilities
- How to Apply for the Remote Resolutions Manager Job at IKEA India ?
Current Job Opening at IKEA :
Job Title: Remote Resolutions Manager
Job Location: Remote (India)
What is IKEA ?
IKEA is a Swedish multinational company that designs and sells ready-to-assemble furniture, kitchen appliances, and home accessories. Founded in 1943, IKEA has grown to become one of the world’s largest furniture retailers, with over 430 stores in 52 countries. The company is known for its affordable and functional products, as well as its commitment to sustainability and social responsibility. In addition to its retail operations, IKEA also has a strong online presence and offers home delivery and assembly services in many areas.
About the Job “Remote Resolutions Manager”
As a person you are passionate about people, business, IKEA’s purpose and continuously driving better performance. You are energized by increasing customer value, driving business growth and contributing to overall success and results through people as well as motivated by leading and developing people.
For this role we believe you have Formal qualifications in Marketing, Business Management or equivalent. Minimum 8 years of experience working within customer service. Minimum 5 years of experience in leading and managing leaders, including profit/loss responsibility. Experience of working with new technologies e.g. broadcasting, video sales, Augmented Reality. Experience of multi-channel retail customer experience, preferably within home furnishing sector. Fluent in English
Requirements for the Job
- Strong knowledge of Resolutions services in a remote environment, including reactive and proactive and its contribution to business growth
- Strong knowledge of the drivers of customer satisfaction, with special focus in omnichannel environments
- General knowledge of the contact centre industry and in particular the customer care function within globally steered organisations
- General knowledge of the IKEA product range
- Understanding of the complexity of IKEA business and the role of RCMP, as an integrated part of the business
- Strong knowledge of change management within a complex business environment
- High level of data/computer proficiency
- Motivated by exceeding customer expectations and grow satisfaction with outstanding service and support
- Passion for leading others and energised by developing and challenging people to reach set individual goals
- Inspired by creating an IKEA fit for the omnichannel retailing future and living the change process that comes with it
- Strong analytical and strategic skills
- Solid commercial acumen
- Ability to direct efforts to set and achieve longterm business objectives through matrix leadership
- Strong interdependent leadership skills with the ability to build trustful relationship
Your Responsibilities
Through a highly engaged team, drive convenient remote Resolutions enabling excellent, competence, and best in class co-worker support towards customers.
Ensure a seamless Resolutions and return process in an omnichannel environment, creating a rewarding customer experience in a remote context.
Lead and manage the operational Resolutions team within the country in alignment with the group Resolutions counterpart.
- Accountable for executing and adapting the 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 Experience Design 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 Group Resolutions team, providing input and feedback in order to maximise continuous improvement in the Resolutions area
- Responsible for maintaining close cooperation with Customer function in service 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.
How to Apply for the Remote Resolutions Manager Job at IKEA India ?
Click the link below to apply for Remote Resolutions Manager Job in IKEA:
The Remote Customer Meeting Point, an integrated part of the new IKEA Omnichannel retailing system, drives and enables sustainable, extraordinary growth in a new era of remote meeting the customer (Sales & Resolutions).
It empowers and drives outcomes to realize a simple, unique, and seamless meeting whenever and wherever our customers want to meet with IKEA co-workers in a remote setting.