Customer Operations Manager

IKEA Manchester are looking for an innovative leader to join our Customer Relations team as a Customer Operations Manager.

WHAT WE OFFER

• The start date of employment will be Friday, 07 August.
• 39 hours a week (full-time, permanent), working 5 days per week, including alternate weekends. Full availability is required for this role to meet our many customers, including opening and closing shifts.
• This role offers a salary starting from £32,000 per annum, based on skills and experience.

WORKING WITH US HAS ITS REWARDS

Our co-workers bring unique ideas and skills to work every day and we offer a variety of benefits that suit their and their family's everyday needs.

• 15% IKEA discount on IKEA products, and access to a Discount Portal to help you save hundreds on High Street retailers.
• End of year gift, generous annual leave entitlement for you to enjoy holidays, and family friendly policies.
• Life Assurance of 4 times your pay, enhanced statutory pension contributions and interest free loans.
• Proud to be a Living Wage Employer.
• Free car parking, a cycle-to-work scheme and season travel ticket loan.

...as well as so much more!

Click below for a full list of our benefits: https://www.ikea.com/gb/en/this-is-ikea/work-with-us/why-work-with-us-because-a-job-with-us-is-so-much-more-than-a-job-pub1969c310

WHAT YOU'LL NEED TO HAVE

• Customer-focused mindset, with a sound understanding of business and a background gained from working in a customer-focused, high-volume and multi-channel retail environment.
• Experience of working in retail and taking responsibility within a large team, whilst working to deliver on actions and agreed working methods.
• Effective communicator who can take the initiative to persuade others and handle shifting demands using customer insights.
• Experience of supporting co-workers and teams, with a working knowledge of talent management processes, i.e. coaching others, supporting leaders with people processes.
• An understanding of customer relations processes, tools and working methods and an understanding of daily operations to secure the customer journey through all channels. An eagerness to learn these processes, tools and working methods.
• Ability to set clear expectations and directions with good analytical and numerical skills, using knowledge of cost and budget management whilst securing staffing needs according to the customer flow.

WHAT YOU’LL BE DOING ON THE DAY TO DAY

• Contribute ideas and insight to the creation and operational implementation of the local customer relations action plan.
• Execute and follow up a customer-focused culture throughout the store and ensure an overall inspiring shopping journey.
• Build business competence by supporting our shift supervisors in their efforts to work towards agreed development plans and securing succession for key roles within the function.
• Lead, coach and develop the full team, promoting individual growth and competence at all levels and securing an effective team.
• Analyse customer-related and financial key performance indicators and act with relevant stakeholders on the root causes of customer dissatisfaction and other efficiency drivers.
• Ensure a customer-friendly, efficient and cost-effective execution of the payments process.
• Maintain relations with external and internal partners and provide input to the service agreements and contracts with internal/external partners and support co-workers in execution and follow up
• Secure operational excellence in daily operations in order to enhance the customers shopping journey.

WE CARE FOR THE PEOPLE

It takes the diversity of thought, background, and culture to make great ideas a reality. We welcome candidates from all walks of life, including those with disabilities, to join us, and feel valued in the workplace.

Come see the wonderful workday where we create a better everyday life for the many!

RECRUITMENT PROCESS INFORMATION

Let us know if you require any adjustments to be made during the interview process as soon as possible.

• Please attach an updated CV and Cover Letter with your application so we can get to know you better.
• Shortlisted candidates will be invited by email to attend an interview.
• Candidates who are successful at interview will be progressed to a final stage interview.

We understand not everyone will be selected, but we promise to keep you informed either way.

We are unable to accept applications via email and encourage you to apply online as soon as possible.

For any advice or support, email emma.jones4@ingka.ikea.com and I will be happy to help!