WHAT YOU'LL BE DOING DAY TO DAY
- Take responsibility for your department goals in every channels 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 service operations and good examples.
- Create and implement the local customer relations' action plan by identifying root causes of resolutions cases, using customer insights and needs and actively cooperate with all key stakeholders within commercial and beyond to secure integration, capacity development, quality performance of all services.
- Lead the deployment at local level of the country complete Services Offer (including planning, delivery, assembly, financing) steering towards a profitable and sustainable growth. Contribute to further development of the offer, by sharing local needs with the central function.
- Secure proactive communication of the full services offer in all relevant media and communication channels, following country directions.




- Secure that global and local solutions (working methods and tools to support a simple and smooth customer journey) are implemented in a successful way and follow ASR and compliance.
- Ensure the efficient and cost-effective execution of the IKEA exchanges and returns policy and a customer friendly handling of complaints also through data driven approach
- Act as key operational point of contact to Remote Customer Support Centers (RCMP) and provide input to the service agreements and support co-workers in executing those.
- 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 services strategy and working ro

📌 Store Customer Service (Italia)
🏢 Ikea Gruppe
📍 Italia