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 enable an easy buying experience for all customers throughout the complete payment process. This includes in particular:

·  Securing the foundation for an easy buying experience.
·  Ensuring a fast and efficient after-sales experience with the customer in focus.
·  Ensuring that our customer orders are fulfilled accurately and in a timely manner at their homes or for collection at the store.
·  Coordination of processes and improves efficiency through change processes and initiatives between various functions for example: Sales, Logistics, Customer Contact Centre, Recovery and Service providers.
·  Encourage good communication, influencing skills as well as build relations with other stakeholders to help encourage a customer focussed approach to the business.

ASSIGNMENT

·  Contribute to the creation and operational implementation of the local customer relations' action plan.
·  Contribute to the building of business competence by supporting and empowering co-workers in their efforts to improve according to agreed development plans.
·  Ensure that the team understands the ambitions of the organisation to create a customer-focussed culture, by offering a positive and seamless customer experience in a multichannel retail environment.
·  Ensure the efficient and cost-effective execution of the IKEA exchanges and returns policy and a customer-friendly handling of complaints.
·  Provide an inspiring and motivating direction for the team and its individual members to ensure development and succession.
·  Ensure balanced operational excellence in daily operations to enhance the easy buying experience in line with Commercial Review requirements.
·  Support proactively with customer insights to improve business and functional operations.
·  Ensure “First Time Right” mind set is secured with internal and external stakeholders.
·  Provide input, ensure execution and follow up on the service agreements and contracts with internal/external stakeholders to secure operational excellence according to business needs.
·  Actively communicate department goals and KPIs and perform regular evaluation with the team.
·  Ensure business competence in areas of products and services.
·  Plan the required resources and investments in order to improve business and functional operations.
·  Define, coordinate and improve workflows through a change process by bringing new initiatives that will enhance the current processes for efficiency, cost management for an overall positive customer experience.
·  A good working knowledge of how systems and processes work to secure seamless customer shopping experience in every touch point.
Qualification

JOB-SPECIFIC KNOWLEDGE

·  Good understanding of all aspects of the IKEA multichannel shopping experience at the various touch points in order to deliver a high level of service.
·  Cost and budget management.
·  Proven leadership knowledge in a people-centric organisation.
·  Ability to communicate with various levels of co-workers/ management.
·  Talent management, i.e. development, succession.
·  Change management.
·  IKEA Brand, IKEA culture and values.
·  Knowledge of working methods according to work focus.
·  Legal requirements and third-party contracts.
·  Knowledge of working methods & processes according to work focus.
·  Good knowledge of IKEA sales support tools & IT Systems.
·  Passionate about growing and developing business, by supporting and acting to ensure the work impacts customers in a positive manner.

MOTIVATION

·  Be passionate about customers and act to ensure a positive shopping experience.
·  The IKEA values truly reflect personal values.
·  Passionate about growing business and people together using the experience and skills of our people in the best way.
·  Enjoy working in a fast-paced and future-oriented environment.
·  Having the desire to learn and want to improve my skills, using this to the benefit of IKEA and for growing personally.
·  Passionate about home furnishing, people's life at home and the IKEA range of products and services.
·  Driven to exceed my goals by understanding the impact of my role to the organisation and customer.
·  A team player and thrive in a people focussed environment.

CAPABILITIES

·  Ability to work independently and reliably on agreed working methods.
·  Ability to align customer needs and expectations with business needs.
·  Good communication, negotiation and influencing skills.
·  Ability to find solutions for customer and operational issues.
·  Good attention to details by being persistent, structured and accurate.
·  Very perceptive with that ability to implement solutions quickly.
·  Process driven, structured with an attention to details.
·  Knowledge of Navision and other software applications like Excel, PowerPoint.
More Information

Please apply by September 30th, 2023.