Customer Experience Manager

Responsibilities

• Contribute to IKEA business and commercial plans by analysing the customer journey to improve touchpoints and conversion
• Collaborate with stakeholders, customer support teams, and service partners to ensure a consistent omnichannel experience
• Collect and analyse customer feedback through surveys and reviews to identify pain points
• Lead, mentor, and develop a high-performing team of customer care agents and team leaders
• Set and track KPIs to measure customer experience effectiveness across all touchpoints
• Enhance customer experience through innovation, technology, and optimized touchpoints
• Engage with key stakeholders to ensure proper prioritization and localization of SOPs
• Ensure purchasing complies with the Procurement Policy

Requirements

• Senior level management experience
• Deep understanding of the customer lifecycle and omnichannel touchpoints
• Expertise in customer data analysis and trend identification
• Knowledge of retail systems including ERP, POS, CRM platforms, and analytics tools
• Ability to set strategic directions and establish KPIs
• Knowledge of current industry trends and emerging technologies

About the Company

The IKEA vision is to create a better everyday life for the many people 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.