Remote Sales Area Manager – Customer Support Center (RCMP) – IKEA Taastrup (Head Office)

Candidate profile (title) What you’ll need to have

Candidate profile (text) – Default language As a Remote Sales Area Manager at the Country level for IKEA Denmark, you’ll be reporting to the Country Remote Sales Manager.

We expect you to lead, develop and secure excellent performance and engagement from several Remote Team Leaders within the Sales Area in the Remote Customer Meeting Point (RCMP) – omnichannel retailing system – enabling performance steering and people support, thus creating the best experience for remote customers and co-workers.

You should expect to lead 5-7 Remote Team Leaders who each lead their own team with 8-20 employees in each team.

Experiences and skills:

• Formal qualifications in Business Management or equivalent
• Minimum 5 years of experience within the commercial function or RCMP (a Customer Support Centre)
• Minimum 5 years of experience in leading co-workers, experience in leading leaders is a big plus
• Preferred: experience in remote leadership
• Call centre knowledge is a plus
• Fluent in English and preferably a Nordic language
• Proven record of strong leadership skills

Capabilities:

• Analytical and strategic skills with a strong focus on performance indicators
• Ability to transform strategy into plans and guidelines
• Ability to direct efforts to set and achieve long-term business objectives
• Strong interdependent leadership skills with the ability to build trustful

relationships

• Ability to analyze risks and consequences of a change initiative
• Ability to do business follow-up on C-level executives

Key responsibilities (title) Your responsibilities

Key responsibilities (text) – Lead, coach and develop a team of Remote Team Leaders promoting individual growth and securing high-performance

• Ensure clear guidelines are communicated to the team to secure best practice
• Ensure adequate operations for performance management to maintain satisfactory performance levels ( CSAT, conversion rate, topline, average ticket etc. )
• Collate and implement feedback from Remote Team Leaders to ensure that key opportunities and challenges within the assigned area are highlighted and addressed to relevant stakeholders
• Support and contribute with input to the Remote Manager within the assigned area in developing an action plan for executing the strategy to achieve targets
• Anchor strategy within the team and ensure aligned execution of the action plan to ensure outcomes are met
• Ensure consistent ways of working by conducting Remote Team Leader calibration sessions to secure a seamless customer experience

Team vision ( title) Our team within IKEA

Team vision (text) Our vision is to create a better everyday life for the many people. The values are the foundation of our work. By living them, we form the unique IKEA culture where team spirit and togetherness are key.

The Remote Customer Meeting Point, an integrated part of the new IKEA omnichannel retailing system is the Group Remote Customer Meeting Point (RCMP). It drives and enables sustainable, extraordinary growth in a new era of meeting the customer remotely (Sales & Resolutions).

Let’s connect Questions and support? Let’s connect!

Let´s connect If you have any questions regarding the role please contact Country Remote Sales Manager Stefan Andresen (stefan.andresen1@ingka.ikea.com)

If you have any questions regarding the recruitment processes, please feel free to contact Senior Recruiter Mette Forsberg (mette.forsberg@ingka.ikea.com)

Local section (title) Other information

Local section (text) This role will be part of the RCMP (Remote Customer Meeting Point) organization team. The contract is full-time and located in Denmark. The job includes the freedom to work from home and other units in IKEA Denmark but one must expect to be present in the RCMP, IKEA Taastrup 3-4 days weekly.

• You will be on an individual, flexible contract for 37 hours per week.

The opening hours in the Team are Monday – Friday 9-20 and weekends 9-18.

• Salary within IKEA’s salary policy based on your competencies and including pension.
• We have various benefits such as Health insurance, massage, canteen, staff discount, discounts club with external partners, yearly gift, and bonus.
• Start date: 1st of February 2025 or 1st of March 2025.

We don’t have any mobility for this position (re-location or help with documents.)

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