Customer Experience Manager - Central Unit Morocco

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 !

• 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.

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.