You recognize yourself in our values, are passionate about home furnishing and eager to develop yourself and IKEA. You have a passion for customer support and customer satisfaction. You love driving remote selling results both in the CSC as in the country (with the stores). You are result- and solutions driven and driven by achieving success through people.
For this position we are also looking for the requirements below:
Seasoned manager with several years (5+) of experience leading, developing a team of highly qualified professionals.
As a person you are passionate about people, business, IKEA’s purpose and continuously driving better performance and growth. You are passionate about creating an IKEA fit for the multichannel-retailing future and living the change process that comes with it.
For this role we believe you have minimum 5 years of working in Selling and minimum 5 years of experience in leading and managing leaders and teams within different disciplines within the CSC/Selling function.
Further, you have experience from strategic business planning within retail, preferably home furnishing sector, and experience from multi-channel customer environment
You have broad knowledge of IKEA concept, brand objectives, IKEA Culture & Values and vision as well as IKEA tools, methods and processes within Selling.
You have broad knowledge of how to identify and realize opportunities for add-ons, cross-selling and up-selling of IKEA products and services in all channels as well as how to optimize the customer experience with digital channels and content to increase conversion.
You have broad knowledge of the IKEA multichannel reality and online customer behaviors. When it comes to the local market you have broad knowledge about the local market environment, expectations from customers today and tomorrow to secure the commercial and service offers meet customer demands and needs.
You possess good change management skills and know how to apply these in an extremely ambiguous environment requiring cross functional collaboration.
Your knowledge of sales mechanisms and the pulse of the market is extensive.
You have strong analytical skills with the ability to understand the complexity of IKEA business and optimize profitability through pricing and cross functional cooperation within commercial.
You have ability to generate revenue by promoting digital and other products and services to others and are skilled at prioritizing and making efficient decisions with speed and simplicity.
Knowledge of how to support customers before, during and after purchase in a non-face-to- face environment. Experience and insights into how to offer appropriate solutions for our customers and how to create sales.
Good communication, negotiation and influencing skills. Ability to build relations to stakeholders.
Ability to think strategically and a clear ability to turn strategy into operational plans.
Ability to make things happen with flexibility, speed and simplicity. Strong organizational skills and the ability to prioritize.
Working in a Hybrid environment where work at the office or either at home is the normal.
You are fluent in English and Dutch in wording and writing.
WHAT YOU'LL BE DOING DAY TO DAY
Continuously develop and improve the CSC Operations to enable fast and easy customer support in every contact. The business plan that is in place is the foundation of our ways of working and strategical guidance for years to come. Together with your operations leadership team you are steering the daily operations, coaching on KPI's as customer satisfaction, sales and standard SLA’s.
In the role as CSC Operations manager, you are responsible for driving sales across remote touchpoints via steering, optimization, pricing and services to enable for extraordinary growth as well as for ensuring an excellent meeting with the customer by creating and activating an affordable offer relevant to life at home for each of the many people across all IKEA touchpoints, building on the IKEA uniqueness and our home furnishing knowledge.
In this role you:
Are responsible for managing resources (people and money): Responsible for people planning within remote selling. Manage remote sales prioritization and forecasting, Pricing and Margin mix development. Ensure operational cost efficiency and effectiveness to secure Sales results and Profitability. Develop functional budget, ensure approval, forecasting, follow up and coordination with Country CSC Manager to secure country goals and functional goals are covered
Act as a member of the RCMP Management Team and proactively contribute to IKEA business plan, commercial plan and commercial calendar process
Develop the offer and selling approach in a multi-channel way by applying an end-to-end understanding of the consumer buyer journey across channels
Ensure solutions in all touch points are commercially viable and relevant, connecting collaborating with other departments to secure the best result
Contribute with coaching for all remote touch points to maximize conversion in all channels
Lead, coach and develop a high performing Remote Selling team that will strongly contribute to reach the common objectives and goals
Actively foster the interdependent leadership and active cooperation across all functions and units, within and outside RCMP, to secure integration, common focus and maximize impact
Secure the integrated multichannel executions/output of the function in order to contribute to the business goals
Measure performance of output in all areas to maximize efficiency and effectiveness and ensure performance excellence throughout the year
The Operations manager is a member of the CSC Management Team and therefore (co)responsible for the overall performance of the Customer Support Center. Your Operations leadership team (with focus on remote selling) consists of two department managers and a team of around 10 team leaders.
OUR TEAM WITHIN IKEA
We are world leaders in home furnishing, and we are proud of our values and Swedish culture. We work together every day on our vision of creating a better day- to-day life for the many people. Every country where IKEA is located has a Customer Support Center (CSC). For IKEA Netherlands the CSC is located in Groningen (in addition we have some outsourcing locations in Zwolle, Utrecht and Zoetermeer). The CSC is the point of contact for all customers who shop in our app, web shop IKEA.nl or in one of our 13 stores. With an extensive omnichannel portfolio with reactive and proactive chat, phone, social media (Facebook, Twitter and Instagram) and remote planning (kitchen, interior design, wardrobes, B2B) activities we have an important footprint in the IKEA organization. The RCMP is split into two main streams: (1) resolutions and (2) human remote selling. For this temporary position we are looking for an operation manager focusing on the selling activities.
WHAT ELSE IS IMPORTANT
We offer a package of primary and secondary labour conditions and endless (international) development possibilities. At IKEA we are proud of our culture and this is reflected in a positive working atmosphere where we work together to ensure our customers have a fantastic shopping experience.
Are you interested? Do you see yourself in this role? If so, you can apply through IKEA Inside before the end of January 2022. Upload your CV. Be sure that in your accompanying letter you answer the following three questions:
What relevant work experience/baggage do you bring to IKEA?
What in this vacancy appeals to you and could you elaborate on this?
Please state what your expectations of IKEA are and why you think it would be a great match.
A behavioural questionnaire is part of the selection procedure.
Temporary position for maternity leave march till October 2022.