Customer Support Centre (CSC) Business Developer - Customer Experience

Job description

About the job

Customer Support Centre (CSC) Business Developer -Customer Experience, IKEA Group

You see things a little differently. So do we. We believe in discovering and developing the talent in each of us. We offer positions that challenge your skills and inspire you to grow. Come see things a little differently with us.

About you
As a CSC Business Developer you will develop and execute the business development agenda for the Customer Support Centre channel, one of three main channels, within IKEA. You have a passion for customer support, experience and satisfaction and an understanding of Growing IKEA together and IKEA Way of Working. To be successful we see that you have:
·  Knowledge of how to support customers in all phases of the Customer Experience and across all channels and touchpoints
·  Ability to understand customer needs in the seamless experience and to constantly challenge the conventional ways of thinking
·  Excellent language skills in both written and spoken English

You can conceptualize and communicate complex issues in the area of expertise to our stakeholders to generate understanding and lasting buy-in. Up-to-date knowledge of development methodologies, such as Lean, Agile etc. is a strong asset. You will be part of a team with other business developers so you have the passion to work together with others but also to drive and complete projects on your own.

About the job
Customer Experience is a strategic function that leads and supports the focus on the customer and their experience (including the product offer), to provide a world-class home furnishing retail experience, in all channels.

We improve, develop and innovate the customer experience in all customer experience processes and across three strong channels: Web, Ecommerce & Digital, Customer Support Centres and Physical channels. You will secure continuous improvement of the Customer Support Centre business to maximize the value for co-workers and customers, both globally and locally.

About the assignment
CSC Business Development is part of creating and shaping the Customer Support Centres in our markets to make sure their input is part of the global business development plan (e.g. best practices, needs and trends in each market). It's important to keep in mind that we are in an early stage of our journey, so you should be interested to further develop our Customer Support Centres and join our exciting journey.

Furthermore you will:

·  Be responsible for the business development within a specific area, always with the whole customer experience in mind
·  Identify opportunities to develop the customer and co-worker experience in all channels and touchpoints to excel the way the support, assistance and contact with IKEA is done
·  Collaborate cross-functions to identify and develop common solutions

Is this the right challenge for you?
IKEA offers an exciting and empowering work environment in a global marketplace. And as the world's leader in life at home, you have exceptional opportunities to grow and develop together with us. The location of this position will be in Malmö, Sweden. You will be part of our office “Hubbhult”. The position will require some travelling.

If you have any questions regarding the position please contact Business Development Manager, Janis Cederroth, .For questions about the recruitment process you are welcome to contact Recruitment Coordinator Luka Jovovic at

We review the applicants continuously and may close the advert before set time.Please send us your application no later than September 5 th , 2017 and note that we respectfully decline applications by email.

We look forward to receiving your application!

IKEA Group is responsible for global support and business development of the IKEA Retail organisation. It is our responsibility to lead the development of all channels and media, to support the development in our retail markets as well as to lead the positioning of total IKEA. These directions aligned to each other will contribute to fulfil our main objectives, to be the leader of life at home, gain long term profitability and growth.

Job ID

293314BR

Removal Date

06/09/2017