CUSTOMER RELATIONS MANAGER
IKEA Group
Mohammedia, Casablanca-Settat
il y a 3j

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 affordable prices .

We are part of IKEA Al-Homaizi Limited, operating in three countries - Kuwait, Jordan, and MOROCCO. Our keywords are Home, People, Happiness, Development, Leadership, Inclusion & Diversity, All with Passion!

Join us to bridge your dreams and unique ideas within an organization that believes in People.

Job description

  • Ensure the operational implementation of the unit action plan.
  • Ensure prerequisites are in place to give customers a fast and easy resolution when amendments are needed or if something went wrong.
  • Ensure the business competence, especially regarding service products and customer claims by supporting the department in their efforts to improve according to agreed development plans.
  • Secure the department works ethically and in compliance with internal regulations and legislation including : consumer protection, risk, environment, health and safety.
  • Follow up processes with relevant stakeholders in order to achieve operational excellence.
  • Support and inspire a customer focused culture in all non-face-to-face contacts and secure a positive and seamless customer experience.
  • Secure and monitor the department is working to set global and national standards and policies.
  • Ensure customer contacts are guided to the preferred contact method based on analytics and market trends.
  • Provide an inspiring and motivating environment for your team to ensure development and succession.
  • Use provided relevant insights to remove obstacles in daily operations.
  • Qualification

    To ensure a seamless customer journey by offering an inspiring and rewarding customer experience with great quality. This includes providing fast and easy support in every customer contact after purchase to keep customer’s trust in the IKEA Brand.

    The ideal candidate will possess :

  • Management experience producing solid results leading a larger team.
  • Proven experience of being a valuable contributor to customer satisfaction and business unit results.
  • Experience with working in a multi-channel environment.
  • Strong organizational skills and ability to prioritize.
  • Experience from customer support center.
  • Business-minded and results-driven with a customer focus.
  • Ability to make quick decisions and take personal initiatives.
  • Good communication, negotiation and influencing skills.
  • Able to work in both a strategic and operational level.
  • Able to find solutions for customer and operational issues.
  • Proven experience of being a valuable contributor to customer satisfaction and business unit results and a track record of developing people and organisations.

    Ability to communicate confidently and clearly in the local languages (Arabic & French) and English.

    A minimum of 5 years of experience in a management role within the local Market or in an IKEA Store is required

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