Country Customer Support Centre Manager

WHO YOU ARE
Our Customer Support Centres are undergoing a transformation, to become an integrated part of the new IKEA Omnichannel retailing system, drives and enables sustainable, extraordinary growth in a new era of remote meeting the customer (Sales & Resolutions).
It empowers and drives outcomes to realize a simple, unique, and seamless meeting whenever and wherever our customers want to meet with IKEA co-workers in a remote setting.
You will be a senior leader of a large team, active participant of the country commercial leadership team, and your main responsibility will be to lead the Customer Support Centre team in the country.
Does this journey sound exciting? Then stay tuned to find out more info on how you can be a part of it!
We are looking for an experienced leader with strong commercial background to take on the role as Customer Support Centre Manager for Sweden. As a foundation, you are a role model of the IKEA culture & values. Furthermore, you are an entrepreneur who takes calculated risks and is willing to share responsibility with others, with an eagerness to exceed goals and targets. You understand the importance of creating collaborative teams across your own organization but also are also used to co-operate with other parts of IKEA.
Last, but not least you have a passion for Home Furnishing!
YOUR RESPONSIBILITIES
Your overall assignment is to drive extraordinary growth and brand positioning, maximizing sales and encouraging an excellent shopping experience in an omni-channel environment, strengthening the competitive position of IKEA in the market.
Your main responsibilities will be:
• Take an active part and contribute with local expertise to the creation of the global strategy, within the area of remote customer support and remote planning & selling
• Responsible for aligning country roadmap to global strategy to ensure local relevance
• Proactively contribute with CSC perspective in Country Business Plan/Financial Planning processes to ensure CSC is integrated in commercial agenda and an active contributor to the country Sales, Customer and Positioning goals
• Drive the best customer and co-worker experience across all areas of the CSC by leading the Country CSC Leadership Team, towards business goals
• Lead, coach and develop a team of managers/leaders, promoting individual growth and securing a high performing team of passionate experts, fully integrated with the rest of the business/commercial agenda
• Contribute to global improvement by sharing insights and business cases within the global CSC community and implementing and maintaining global initiatives and best practices, thus aligning with common standards, as well as actively contributing to develop them with your global stakeholders
• Ensure close dialogue with Group Matrix colleagues to align on external partner management
• Take an active role in leading the Customer Support Transformation within your country, hand in hand with the local Project Manager
TOGETHER AS A TEAM
We take pride in seeing everyone around us grow and develop, and we encourage people to experiment, test, try - and sometimes fail. As long as they learn along the way! We know that everything is changing more rapidly today and that we sometimes need to lead in the unknown. We throw ourselves out there to explore new possibilities and ways of doing things to make both our people and our business successful.