武汉招聘

职位描述：
工作使命：
为所有访客和顾客提供愉悦而激动人心的购物体验。尤其注意以下几点：
?了解顾客的情感需求，将所掌握的信息转化为可实现的商业解决方案。
?营建一个激动人心、愉悦、热情好客、适合家庭的购物氛围。
?对顾客反馈的深入解读，来提高顾客满意度。

工作任务：
协助商场的顾客关系部创建和实施行动计划。
在整个部门内营造出“以顾客为本”的团队文化，确保顾客在每个环节都能享有激动人心的购物体验。
根据议定的发展计划，帮助同事努力提高业务能力。
营造良好的情感氛围，为热情接待访客和顾客创造条件。
在商场内实施“宜家购物的方式”计划。 营造一个适合家庭购物的氛围，将更多访客变成满意而归的顾客。
为整个团队和各个成员勾画激励人心的发展方向，确保人才培养和继任计划的顺利开展。
与内外部合作伙伴商谈服务协议和合同，协助同事将服务协议和合同落到实处。
在规定的职能领域里，确保卓越的日常运营，打造积极的购物体验。
积极了解顾客想法，用以改进业务和部门运营。

能力要求
A 职位必备知识
对“从家到家”购物体验的各个方面有深刻理解，尤其是收银流程。
拥有成本和预算管理能力。 能在“以人为本”的企业中发挥领导才能。
具有人才管理能力，比如培养人才和制定继任计划。
具备应变管理能力。
了解宜家品牌、文化和价值观。
了解本地的顾客（包括来源）。
懂得根据工作重点调整工作方法。
了解相关法律要求和第三方合同事宜。

B 意愿
热情对待顾客，采取措施确保顾客享有积极的购物体验。
个人价值观与宜家价值观相契合。
乐于带领员工发展业务。
喜欢在快节奏和面向未来的环境中工作。
热爱家居用品、家居生活以及宜家的产品和服务。

C 技能
能够根据议定的工作方法独立、稳妥地开展工作。
具备优秀的沟通和人际关系处理能力。
能够找到解决顾客问题和运营问题的对策。 注重细节，做事严密、有条理，细心周到，持之以恒。 具备敏锐的洞察力，能够快速落实解决方案。

以往工作经验和技术：
深刻了解业务流程，有过在快节奏、多渠道、以顾客为本的零售环境中工作的经验。
具有制定和执行短期计划和跟进目标的经验。
具备以顾客为本的理念。
积极上进，既能融入团队又能独立开展工作。
坚定而自信，能够利用对顾客的了解发挥影响力。
能够在有很多人的场合从容地进行交流。
在人才培养和部门建设方面有过杰出表现/丰富经验。
具备良好的分析和计算能力。
能够自信而清晰地用本地语言和英语进行交流。
具备辅导技能。
具有在零售行业客服管理岗位工作的经验。
学习能力强，能够轻松适应不断变化的需求。
了解购物体验的关键原则和顾客的期望值。
对家居生活感兴趣。

Shopping Experience manager

PURPOSE OF JOB

To contribute to an inspiring and joyful shopping experience for all visitors and customers. This includes in particular:
understanding customers' emotional needs and translating them into implemented commercial solutions.
securing the foundation for an inspiring, joyful, welcoming and family-friendly atmosphere.
using customer insights to improve customer satisfaction.

ASSIGNMENT
Contribute to the creation and operational implementation of the local customer relations' action plan.
Support a customer-focused culture throughout the complete unit and ensure an overall inspiring shopping experience.
Contribute to the building of business competence by supporting co-workers in their efforts to improve according to agreed development plans.
Create the emotional conditions for a positive meeting with visitors and customers.
Implement the "ways to shop" in your unit.
Provide a family-friendly environment that converts more visitors to happy customers.
Provide an inspiring and motivating direction for your team and its individual members to ensure development and succession.
Provide input to the service agreements and contracts with internal/external partners and support co-workers in executing those.
Ensure balanced operational excellence in daily operations within the stated area of responsibility to secure a positive shopping experience.
Support proactively with customer insights to generate business and functional improvements.

COMPETENCES
JOB-SPECIFIC KNOWLEDGE
Solid understanding of all aspects of the home-to-home shopping experience, especially within the payment process.
Cost and budget management.
Proven leadership knowledge in a people-centric organisation.
Talent management, i.e. development, succession.
Change management.
IKEA Brand, IKEA culture and values.
Local customer insights, including sources.
Knowledge of working methods according to work focus.
Legal requirements and third-party contracts.

MOTIVATION
Be passionate about customers and act to ensure a positive shopping experience.
The IKEA values truly reflect personal values.
Passionate about leading business through people.
Enjoy working in a fast-paced and future-oriented environment.
Passionate about home furnishing, peoples' life at home and the IKEA range of products and services.

CAPABILITIES
Ability to work independently and reliably on agreed working methods.
Good communication, negotiation and influencing skills.
Ability to find solutions to customer and operational issues.
Good attention to detail by being attentative, persistent, structured and accurate.
Very perceptive with the ability to implement solutions quickly.

PREVIOUS EXPERIENCE AND SKILLS
Sound understanding of business and a background gained from working in a customer-focused, fast-paced and multichannel retail environment.
Experienced in creating and implementing short-term plans and following up goals.
Proven customer-focused mindset.
Self-reliant and motivated with proven ability to work as part of a team as well as independently.
Self-confident and assertive with the ability to influence through the use of customer insight.
Ability to communicate to large groups in a comfortable manner.
Proven record/experience of developing people and organisations.
Good analytical and numerical skills.
Ability to communicate confidently and clearly in the local language(s) and English.
Facilitation skills.
Experience of working in a customer service management role within retail business.
Quick learner who can adapt easily to changing demands.
Ability to understand the key principles of the shopping experience and customers’ expectations.
Interested in home furnishing. 举报 分享

关于宜家：
-- 宜家，来自于瑞典的家居零售商；
-- 致力于为顾客提供种类繁多，美观实用，老百姓买得起的家居用品。
-- 现有产品超过9500种，每年推出2000多种新产品；
-- 地球上的154000+ 宜家人分布在40+国家；
-- 在中国，8000+ 宜家人正努力为多数人创造更美好的日常生活；
-- 目前，宜家在中国有17家商场，分布在13个城市；
-- 在中国，宜家设置了100多个大类的职位，无论你什么学历背景，都有机会找到时候的岗位。

关于宜家武汉商场：
-- 武汉商场的愿景：让我们一起，为华中大众创造更加美好的日常家居生活！
-- 宜家武汉商场简介：
宜家武汉商场是宜家在中国的第16家商场，也是在华中区的第1家商场，于2014年9月17日盛大开业，商场与荟聚购物中心相连，临近三环线，轻轨1号线 (竹叶海站）、多条公交线路直达。宜家武汉商场营业面积46000 M²，有55间全新的家居展间，超过8,500多种家居产品，商场顾客餐厅更是拥有668个座位，是家庭购物和休闲的好去处。