ALTERNANCE: SPECIALISTE DIVERSITÉ ET INCLUSION F/H

Job description

What you'll be doing day to day

• Take responsibility for your department goals in every channel and secure that your action plan ensures the country priorities are implemented in your store. Follow up and act accordingly by using proven solutions, knowledge of customer, customers feedbacks and good examples.
• Guarantee to our customer an Omni Payment Experience by ensuring check-out area in shape as new, efficiently equipped and to have all the payment solution available.
• Actively work with the commercial team to ensure the best payment experience all over the store.
• Lead the implementation of all the new digital solutions in the store and secure that all the functions are involved on time for a succesfull rollout in store.
• Follow cash handling procedures to ensure the security of money handling.
• Follow up on the queuing policy and waiting times in the check-out area and take action to ensure we keep the agreed goals.
• Proactively work with People Planning department to have the right number of competent co-workers in the right place at the right time securing that they are fully able and available to guarantee the best customer experience to our visitors and offer a professional service.
• Ensure your team has the right growth mindset and customer focused culture and attitude, the correct knowledge about the product range, and the IKEA services so that they can share this with IKEA customers to exceed their overall expectations on shopping experience.
• Recruit, onboard & develop your team, its individual members, and their talent to have engaged co-workers and ensure a succession planning.
• Be an active player in driving an open and sharing climate, be a role model of the IKEA values and contribute to the transformation of IKEA.

What you'll need to have

• Business-mindset and result-driven with a customer focus through strong involvement of the commercial team.
• Experience of working in a commercial environment and in a customer-oriented business.
• Ability to understand the key principles of the shopping experience and customers’ expectations and needs.
• Interest in people’s everyday life at home and home furnishing.
• Ability to lead a team with a huge number of co-workers with a huge seniority.
• Passion for people and ability to engage the team by creating a passion for your plans.
• High leadership capabilities including ability to lead the business through the team and with the store Commercial Team.
• Ability to make things happen, priorities and make decisions by championing flexibility, speed and simplicity.
• A considered decision-maker thanks to strong interpersonal skills with the ability to build trustful relationships and to communicate in an inspirational way with the IKEA tone of voice.
• Ability to identify business opportunities for improving customer experience.
• Ability to follow up and measure performance of output and capture learnings to improve the daily work.
• Broad knowledge of payment solutions in IKEA and in the local market, competition and about the IKEA multichannel reality and offline/online customer behaviours.
• Broad knowledge of data analytics and the KPIs (Payment Performance Dashboard, Shop&Go dashboard..) and how data and insights about customer interactions with IKEA can be translated into seamless solutions (iSay, Pulse CX..).
• Fluent English and Italian

At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people!