About the job
Reporting to the Store Manager, this Team Leader role is to ensure a positive and joyful shopping experience for all IKEA visitors and customers. This is done by ensuring Easy Buying department is fast and efficient for our customers, and cost-effective for the IKEA store, handles customer’s issue in reliable and friendly way and supported co-workers in their daily work.
Your assignment
You will lead and manage in the store to fulfil the following:
- You build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment by valuing and fulfilling customer needs and expectations thereby stimulating more frequent visits;
- You understand customer motivation and expectations and play an active role in turning them into commercial opportunities;
- You ensure a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit;
- You coordinate with finance team regarding POS transactions and participate in the End of Day processes;
- You participate in system enhancements for any upgrades and updates;
- You can effectively communicate with customers (online and in person) and address customer inquiries, concerns and issues promptly;
- You monitor and support the Easy Buying Manager in achieving the weekly, monthly and yearly KPIs;
- You handle aftersales processes, including: deliveries, system issues and concerns, exchanges and returns of items, and merchandise store collections
- You lead by example in terms of customer focus, co-operation with other departments, simplicity and giving and taking responsibility to optimise customers’ experience;
- You are expected to assist customers to arrange for transport and assembly services through a well-managed Service or Home Delivery Desk
