Easy Buying Experience Team Leader for IKEA City Store in Kyiv

About you

You have the experience of working in a customer relations or similar area in the retail organisation.

IKEA values reflect your own values and give you energy. You are passionate about growing business and people together using the experience and skills of our people in the best way and driven to exceed your goals. You enjoy working in a fast-paced and future-oriented environment and have a desire to learn and want to improve your skills, using this to the benefit of The IKEA Brand and for growing personally.

About the job

Easy Buying Experience Team Leader job contributes a lot to ensure our services are fast and efficient for our customers' and cost-effective for the IKEA store, securing the foundation for an easy buying experience. Easy Buying Experience Team Leader takes part into implementation an IKEA shopping tools offer that helps safeguard a sales process. Secure that customer issues are handled in a reliable, efficient, accurate and friendly way and fast and efficient after-sales experience with the customer in focus. Provide an inspiring and motivating direction for the team.

About the assignment

In this role, you will be a part of Customer Relations team and your priority will be to ensure our customers consistently enjoy a positive and successful shopping experience by:

• maintaining a customer-focused culture throughout the complete store and ensure an overall easy buying experience.
• keeping your areas of responsibility in shape as new and work areas efficiently equipped at all times during trading hours and ensuring co-workers are available and ready to help by putting customers before work tasks.
• empowering co-workers through knowledge, confidence, trust, authority and motivation so they are always ready to support customers in the best way possible.
• always being available to deal positively and quickly with issues raised by customers thereby supporting co-workers when they cannot resolve a need, spending time as much as possible supporting and coaching co-workers to ensure customers leave with a positive impression of the IKEA store and want to come back and shop more frequently with us.
• optimising the relationship with our customers in order to increase customer satisfaction thereby driving sales growth and sustained long-term profitability.
• actively seek, and act on, customer feedback in order to make continuous improvements to our service.
• work together with the manager, your team and colleagues in other departments to identify the root cause of recurring problems and then agree and implement improved ways of working and following up to ensure successful resolving such problems for future customers.
• take part in the implementation of the global solutions, services and tools that support self-service and self-choice during the complete buying experience.
• take part in the implementation and following up on the activities identified to remove hindrances and secure a customer-focused easy buying experience.
• ensure the efficient and cost-effective execution of the IKEA exchanges and returns policy and a customer-friendly handling of complaints.
• leading by example in terms of customer focus, co-operation with other departments, simplicity and giving and taking responsibility to optimise our customers' experience in our unit.
• following up on the department action plan and taking action to ensure we are continually focused on achieving the agreed goals.
• ensuring IKEA store is a safe and secure environment at all times for visitors and co-workers.
• provide inputs to the service agreement with internal partners, as Customer Support Center and support co-workers in executive those.

Your profile

• Sound understanding of business and a background gained from working in a customer-focused, fast-paced and multichannel retail environment. Experience of check-out services gained in the retail industry.
• Self-reliant and motivated with a proven ability to work as part of a larger team.
• Ability to prioritise and organise work and the work of others in order to make the most efficient use of the time available.
• Ability to plan staffing needs according to the customer flow
• Experience of actively meeting customer needs through understanding customers in a retail and service industry
• Emotional resilience and ability to handle conflict (assertive and able to remain calm when confronted with challenging situations).
• Knowledge of legal requirements and consumer low.
• Strong communication skills with the ability to adjust the style of communication to get the message across to the receiver.
• Computer proficiency with solid MS Excel skills.
• Ability to communicate confidently and clearly in the local language(s) and English.

IKEA Ukraine is a part of IKEA South East Europe - an exciting and empowering region with great growth agenda in all countries - Croatia, Romania, Serbia, Slovenia and Ukraine. IKEA South East Europe currently operates 4 stores and we will open 2 new ones in next 2 years.

Join us now and apply for the position online with your CV in English.