customer Operations leader, ikea southeast asiaIkea

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 Singapore, Malaysia and Thailand - 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 also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.
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
About the job
To lead and develop excellent customer operations in the markets to enable a smooth and rewarding shopping experience throughout our channels and customer meeting points up to the expectations and needs of the customers. To secure up-to-date and consistent execution of the desired ways of meeting the customer, of the underlying standard procedures and respective usage of supporting systems and tools. To secure high standard payment solutions meeting the customer expectation, reflecting a compliant, efficient and seamless payment experience across all channels to reach optimal conversion and operational excellence for customers and co-workers.
Your assignment
· Work with customer insight tools & KPIs across the customer meeting points to ensure operational effectiveness in the areas of Check-outs, Home Delivery, Exchange & returns, identify root causes for deviations & develop action plans with the right stakeholders.
· Analyse feedback to identify the root causes of issues which impact on customer experience and operations. In case of competence gaps on SOPs and correct system usage, transfer knowledge on the shop floor to secure correct interpretation and compliance.
· Ensure that all system & process improvements have measures & reporting capabilities in-built, and agreed upon pre-implementation with Risk, IT and relevant stakeholders.
· Identify pro-actively Payment and Checkout development opportunities, based on local market relevance and customer needs.
· To secure and support new store & new country implementation within the area of customer operations.
· Enable an outside in and customer centric mind-set among co-workers in the commercial functions to secure we deliver on our customer promise and strive at all times for first time right.
· Support the region with implementation and operations for the range of paid services we offer and develop.
· Together with matrix partners, develop the required commercial skills to meet our business needs & establish a "first time right" spirit.
Qualifications
Your profile
Broad knowledge of the IKEA tools, processes/ cycles, multichannel reality/ online customer behaviours, operational plans/ goals and follow-up on KPIs.
Good knowledge of project and change management methods and tools as well as stakeholder management.
Extensive knowledge of all aspects of the customer return & exchange process and good ability in problem solving & conflict handling techniques.
Ability to understand the complexity of IKEA business and the role of Commercial as an integrated part of the business.
Good leadership capabilities including ability to lead peers and stakeholders while communicating in an inspirational way with IKEA tone of voice.
Ability to work independently/ reliably on agreed working methods and to find solutions for customer & operational issues.
Additional Information
Please apply by 09-July-2021.
Ikea

Makati City, Metro Manila
Permanent
Full-time