Shopping Experience Manager

**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 Singapore, Malaysia and Thailand - 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 also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.

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** YOUR ASSIGNMENT**

• **Customers**
• Lead and manage my team to have the knowledge, confidence, authority and desire to resolve customer complaints.
• Ensure we listen to our customers and use our knowledge of both the range and how IKEA works to offer informed solutions.
• Spend most of the working time in the exchanges and returns area, supporting the team, ensuring the customer leaves with a positive impression of the IKEA store, and wanting to come back
• **Commercial/Business**
• Ensuring we know the IKEA range and actively work to offer alternative solutions to meet individual customer’s needs.
• Acting on the findings from root cause analysis, directing issues appropriately to where the problem can be resolved. Follow up and work with colleagues to implement changes which will improve our customers’ satisfaction.
• Understanding the importance of accurate stock inventory and how our actions impact on this. To coach the team to have similar understanding.
• Develop an exchanges and returns action plan for the store based on the insights from our customer feedback, the store customer relations plan, taking input from manager and team
• **People**
• Provide an inspiring and motivating direction for co-workers and engage them fully in the tasks of becoming leaders in Life at Home and generating sales growth.
• Ensure we have the right number of co-workers in the right place at the right time to run exchanges and returns successfully and always inform co-workers of their work schedule in advance.
• Create an environment of trust by encouraging open, constructive, honest, two-way feedback with the team and other colleague
• **Financial**
• Take the country input and co-ordinate it with the store potential in order to agree exchanges and returns goals that supports the achievement of the agreed store goals.
• Constantly monitor our performance against agreed goals, adapting and taking action when required.
• Ensure all exchange and returns initiatives grow our business and support the sustaining of long-term profitability, always considering the impact on customer satisfaction.

**Qualification**

**YOUR PROFILE**

Your knowledge, skills and experience include

• Experience of working at a senior level and having had a management role.
• Experience in managing a workforce of above 15 employees.
• Experience of working in a customer-focused service industry, preferably retail.
• Able to handle stress in a fast-pace environment
• Self-reliant and motivated with proven ability to work as part of a team as well as independently.
• Interest in what is happening within the market and the local business conditions.
• Project management experience is an advantage.
• Strong analytical skill to understand problem and provide best solution.
• Comfortable with figures.
• Proficient with Microsoft Office including Word, Excel and Power Point.
• Understanding of retail systems including ERP, POS and Customer Relations Management system.
• Able to work on shifts, rotate weekend and public holidays.

**More Information