Candidate profile (title) Who you are Candidate profile (text) - Default language • Strong knowledge of Care & Support services area (I.e. claim and complaints handling) and its contribution to business growth.
• Strong knowledge of the drivers of customer satisfaction in connection to the Care area, with focus in omnichannel environments.
• General knowledge of the contact centre industry within globally steered organizations.
• Strong knowledge of change management within a complex business environment.
• Motivated by exceeding customer expectations and growing satisfaction with outstanding service and support
• Passion for leading others and energized by developing and challenging people to reach set individual goals
• Strong interdependent leadership skills with the ability to build trustful relationships
• Strong analytical and high level of data/computer proficiency.
• Strong strategic skills, including ability to direct efforts to set, plan for and achieve long term business objectives through matrix leadership.
• Ability to drive the business area agenda in the management team in an inspirational and clear way
• Motivated by sharing and living the IKEA culture and values
• Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people
• For Internal: Wide understanding of the complexity of IKEA business, with focus on the fulfilment chain and the role of CSC/RCMP as an integrated part of the business

• Minimum 8 years of experience working within customer service
• Minimum 5 years of experience in leading and managing leaders, including profit/loss responsibility
• Experience of working with new technologies e.g. broadcasting, video sales, Augmented Reality
• Experience of multi-channel retail customer experience, preferably within home furnishing sector
• Fluent in English Key responsibilities (title) Your responsibilities Team vision (text) Through a highly engaged team, drive a strong customer mindset, enabling excellence, competence, and best in class co-worker support towards customers.

Ensure a seamless experience for claims and other support needs after the purchase in an omnichannel environment, creating a rewarding customer experience in a remote context.

Lead and manage the area operational team within the country in alignment with the group counterpart. Let's connect Questions and support? Let's connect! Let´s connect Does this sound like your next challenge? IKEA offers an exciting and empowering work environment in a global workplace. And as the world’s leader at life at home, you have exceptional opportunities to grow and develop together with us.