重庆招聘

In the role as Customer Operations Specialist, you are responsible for contributing to developing an excellent customer operation in the country through deep expertise and knowledge of shopping tools, and in store operations, to enable a smooth and rewarding shopping experience.

 

Responsibilities:

• Apply deep knowledge of IKEA operations across customer meeting points to identify operational areas for improvement
• Perform analysis of return and exchange operations and provide data driven advice to enable driving an improved experience for customers in all channels
• Assess global ways of working and provide best practices with units/market to enable adaptation for the local market
• Review routines and policies in all customer service related areas at all customer meeting points and identify areas for potential harmonization
• Support the implementation of new activities and initiatives within customer store operations through PMO activities, status reports and performance analysis of projects/initiatives
• Support the update and implementation of Customer Guidance and Ways to Shop in store through reviewing and creating new materials when needed
• Build SME (Subject Matter Expert) competence of the internal IKEA Customer operations
• Actively cooperate with all key stakeholders within commercial and beyond to secure integration, common focus and to maximize impact (for example Digital, CFF (Customer Fulfilment), Communications, Sustainability, BNOF (Business Navigation Operations & Finance), People & Culture) 
• Be an active player in driving an open and sharing climate, be a role model of the IKEA values and contribute to the transformation of IKEA
• Contribute operational expertise and insight to improve the return and exchange experience for customers in all channels
• Review and routines and policies in all customer service store areas and channels and feed improvement areas to Customer Operations Leader

Requirements:

• You have ability to understand the complexity of IKEA business and the role of Commercial as an integrated part of the business. 
• Furthermore, you have strong interpersonal skills as well as ability to take a holistic view of a global organisation.

  

About IKEA We are a values-driven company with a passion for life at home. Every product we create is our idea for making home a better place. At the IKEA Group, we have 366 IKEA stores in 47 countries.
About GBO & Regional Hub Asia Global Business Operation (“GBO”) is an integrated partner with Countries and Group Functions in Finance, P&C, Procurement and Digital to transform, operate and continuously improve our ways of working; GBO Regional Hub Asia locates in Shanghai, providing finance and HR services to Ingka Asia countries, some finance services cover the region of North America and Europe. We deliver, expand and improve our services to ensure operational target realization and Service Level Agreement (SLA) fulfilment with a continuous improvement mindset.