Customer Experience Manager - Central Unit Morocco
IKEA - Al Homaizi Limited
Casablanca, Casablanca-Settat, Morocco
il y a 15h

Job Description

  • Monitor operational processes of Returns & Exchange & Quality Control
  • Prompt responses to customer complaints, securing and removing hindrances in order to secure a positive after-sales customer experience.
  • Ensure the customer focus and relevant business plans relate and come together in a local action plan that is operationally implemented and fulfilled.
  • Ensure all Standard Operations Procedures are secured according to IKEA rules
  • Secure that routines and working methods are well understood and applied
  • Leading and developing co-workers within the department in accordance with Company People idea
  • Contribute to positioning IKEA retailers and the IKEA Brand as responsible partners in lowering environmental impact by taking relevant actions that contribute to achieving long-term profitability in a sustainable and environmental way.
  • Knowledge

  • Proven leadership skills in a people-centric organisation.
  • Retail market customer insights, including sources.
  • Relevant customer relations processes, tools and working methods. Understand the Global Service Protocol and local appendices relating to transport and delivery.
  • Sound understanding of the IKEA Code of Conduct, as well as regulations and legislation relating to health, safety and security.
  • Solid understanding of the easy buying experience.
  • Cost and budget management
  • Motivation

  • The IKEA values truly reflect personal values.
  • Interest for home furnishing, people life at home, and the IKEA range.
  • Driven to exceed goals through people.
  • Passion for logistics and to work in a fast-paced and constantly changing retail environment.
  • Capabilities

  • Ability to align customer needs and expectations with business needs.
  • Good communication, negotiation and influencing skills.
  • Ability to find solutions for customer and operational issues.
  • Good social skills with a high level of accessibility.
  • Ability to make thinks happen with flexibility, speed and simplicity.
  • Additional Information

    Before you click apply : Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV (English version) to further boost your visibility.

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