ALTERNANCE: SPECIALISTE DIVERSITÉ ET INCLUSION F/H

Job description

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 Mexico – 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 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

PURPOSE OF FUNCTION

To build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment by:

·  Valuing and fulfilling customer needs and expectations thereby stimulating more and more frequent visits.
·  Understanding customer motivation and expectations, and play an active role in turning them into commercial opportunities.
·  Ensuring a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit.

This shall happen by working in partnership with all business functions to contribute to commercial growth.

PURPOSE OF JOB

To contribute to an inspiring and joyful shopping experience for all visitors and customers. This includes in particular:

·  Ensuring our department is fast and efficient for our customers, and cost-effective for the IKEA store.
·  Ensuring that customers’ issues are handled in a reliable, efficient, accurate and friendly way.
·  Ensuring that co-workers are supported in their daily work.

ASSIGNMENT

Customers
My priority is to ensure our customers consistently enjoy a positive and successful shopping experience. I do this by:

·  Keeping my areas of responsibility in shape as new.
·  Keeping my work areas efficiently equipped at all times during trading hours.
·  Ensuring co-workers are available and ready to help by putting customers before work tasks.
·  Empowering co-workers through knowledge, confidence, trust, authority and motivation so they are always ready to support customers in the best way possible.
·  Always being available to deal positively and quickly with issues raised by customers thereby supporting my co-workers when they cannot resolve a need.
·  Spending as much of my working time as possible in my area of responsibility, supporting and coaching my co-workers to ensure customers leave with a positive impression of the IKEA store and want to come back and shop more frequently with us.
·  Leading by example in terms of customer focus, co-operation with other departments, simplicity and giving and taking responsibility to optimise our customers’ experience in my unit.
·  Ensure that “First Time Right” mind set is secured with co-workers. Working with the service agreements and contracts with internal/external partners and support co-workers in executing those.
·  Following up on the department action plan and taking action to ensure we are continually focused on achieving the agreed goals.
·  Ensuring my IKEA store is a safe and secure environment at all times for visitors and co-workers according to IKEA Safety and Security requirements/Local Laws and Standards.

Commercial/Business

·  I optimise the relationship with our customers in order to increase customer satisfaction thereby driving sales growth and sustained long-term profitability.
·  I actively seek, and act on, customer feedback in order to make continuous improvements to our service.
·  I understand the importance of accurate stock inventory and coach my team to also have this awareness and work with it in their daily roles.
·  I work with my manager and my team to identify the root cause of recurring problems. We then agree and implement improved ways of working and following up to ensure we have been successful in resolving such problems for future customers. Where appropriate I work with my colleagues in other functions to implement changes that will improve our customers’ satisfaction.
·  I understand the IKEA Concept and share my knowledge of it with my team. I also ensure that they are aware and have access to the appropriate Inter IKEA Systems manuals and other education tools to help maximise our customers’ shopping experience.
·  I contribute to my department action plan and take ownership for my part in its delivery.

People

·  Through my own example, I actively work to secure the IKEA Culture and Values.
·  I ensure the right number of co-workers is in the right place at the right time to serve our customers and run the department successfully.
·  I am readily available to help and support colleagues when needed.
·  I work together with other functions to continuously improve the shopping experience for our customers in order to drive sustained long-term profitability.
·  I value other colleagues’ ways of working and I learn from those who work differently to me because I understand we are most effective when we work together and amplify each other’s efforts.
·  I share my knowledge with my colleagues and encourage them to do the same.
·  I keep my colleagues informed so that they can perform their roles effectively.
·  I am responsible for my own development and look to my manager to support me in improving my competence.

Financial

·  I know the Customer Relations action plan and support the goals and targets given to me by my manager, which ensures the effective execution of our action plan.
·  I know our daily and weekly service targets/ KPIs and this drives me to improve our service delivery and share this with my team regularly.
·  I have an overview of the store action plan and understand how the Customer Relations action plan supports this.
·  I constantly monitor our performance against agreed goals, adapting and taking action when required.
·  I understand the impact of my actions on the financial results of my area and know which results I have influence over and how to balance this with the needs of customers.
·  I look for more effective ways of working to reduce costs.
Qualification

JOB-SPECIFIC KNOWLEDGE

·  Good understanding of the easy buying process.
·  Proven leadership knowledge in a people-centric organisation.
·  IKEA Brand, IKEA culture and values.
·  Local customer insights, including sources.
·  Knowledge of working methods according to work focus.
·  Knowledge of services and tools that can support the customer shopping experience.

MOTIVATION

·  Be passionate about customers and act to ensure a positive shopping experience.
·  The IKEA values truly reflect personal values.
·  Passionate about growing and developing business.
·  Enjoy working in a fast-paced and future-oriented environment.
·  Passionate about home furnishing, people's life at home and the IKEA range of products and services.

CAPABILITIES

·  Good communication, negotiation and influencing skills.
·  Ability to find solutions to customer and operational issues.
·  Good attention to detail by being attentive, persistent, structured and accurate.
More Information

Please apply by September 30th, 2023.