Remote Resolutions Manager (f/m/d) / Customer Support Center

Candidate profile (title) Who you are

Candidate profile (text) – Default language • You are passionate and have a good understanding of how our customers act, feel and behave in the omnichannel environment. This allows you to perfect the customer experience along the overall customer journey and by that to continuously drive performance and growth.

• You have at least 5 years of experience working with customer service and / or multi-channel retail customer experience, preferably within the home furnishing sector, as well as proven experience in leading and managing leaders.
• Coming from a previous managerial role you are comfortable in leading and developing both people and Customer Support business.
• You have strong communication skills and the ability to lead cross functionally in a matrix environment, in combination with deep knowledge of processes that enable integration with all supporting functions and roles in the Remote Customer Meeting Point (RCMP).
• You have strong interpersonal skills with the ability to build trustful relationships and the ability to direct efforts to achieve long-term business objectives.
• You are motivated by exceeding customer expectations and growing satisfaction with outstanding service and support, and you share our IKEA core values and vision of creating a better everyday life for the many people.
• You have strong strategic skills, including the ability to direct efforts to set, plan for and achieve long term business objectives through matrix leadership. You are able to drive the business area agenda in the management team in an inspirational and clear way. Your English is fluent.

Key responsibilities (title) A day in your life with us

Key responsibilities (text) In the German Remote Customer Meeting Point (RCMP) you are, together with the RCMP Management Team, responsible to drive performance and secure a customer-focused culture, a consistent, seamless, and positive customer experience in all contact methods, and to further establish the RCMP as a revenue and engagement channel.

• Together with your team you drive a strong customer mindset, enabling excellence, competence, and best in class co-worker support towards customers, in order to ensure a seamless experience for claims and other support needs after the purchase in an omnichannel environment, creating a rewarding customer experience in a remote context.
• You lead, coach, and develop as well as promoting individual growth and securing a high performing team of passionate leaders.
• You are accountable for executing and adapting the global strategy for the area to local prerequisites.
• You are accountable for achieving country business goals for the area and enabling a customer-centric culture.
• You work closely with key stakeholders, securing alignment and using compelling insights that influence them to prioritize and execute the right actions within their areas.
• You are responsible for maintaining close cooperation with the global counterparts to maximize continuous improvement in the area.

This is a permanent, full-time role located in Diedenbergen. You will report to the Remote Customer Meeting Point Manager.

Team vision ( title) About this work area

Team vision (text) The German Remote Customer Meeting Point, with locations in Diedenbergen (Frankfurt a. Main), Rostock and Berlin, supports the IKEA customer with a team of about 800 engaged and knowledgeable co-workers and leaders by providing a valuable shopping experience. The RCMP is a vital part of the German organization. For being able to offer a new level of Customer Service in the future and to meet new IKEA business opportunities, we are taking advantage by strengthening competences in selling and Home Furnishing Design.

Let’s connect Apply now!

Let´s connect Does this sound like your next challenge? IKEA offers an exciting and empowering work environment in a global workplace. And as the world’s leader at life at home, you have exceptional opportunities to grow and develop together with us.

Send us your online application for the specific job ad with your complete application documents and cover letter telling us why you’d like to join us at IKEA in this position.

We look forward to receiving your detailed application with your salary expectations and when you can start at the earliest. Do not hesitate to contact [email protected] if you have any job-related questions.

Warmly welcome with your application.

Local section (title) Wie bieten dir

Local section (text) • All the opportunities of a globally successful and growing company: We provide a wide variety of career paths for you at IKEA

• A company that promotes talent with plenty of support for personal development
• A working environment that honors your work-life balance
• Fair pay and a full benefits package – full thirteenth salary, holiday pay, company pension and a lot more besides
• Co-worker discount and a share in our company’s achievements with a bonus and loyalty program
• A policy of providing preferential treatment to suitable candidates with serious disabilities

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