Customer Experience Manager

2 months ago


Kunming, Yunnan, China Ikea Full time

About the Role

We are seeking a highly skilled Customer Experience Manager to join our team at IKEA. As a Customer Experience Manager, you will be responsible for creating and managing the customer experience program for our Meeting Places. This includes identifying and defining local customer groups and their customer journey, ensuring that customers receive relevant and consistent communication with our brand and Meeting Place.

Key Responsibilities

  • Creates, owns, and manages the Customer Experience Program for the Meeting Place.
  • Supports new business opportunities and income streams, as well as developing communication with our customers.
  • Identifies and defines local customer groups and their customer journey, including touchpoints before, during, and after the visit.
  • Maintains and constantly improves the customer journey and ensures that the Meeting Place stays relevant to customers' present and future needs.
  • Provides outstanding customer services together with partners and communities to make the customer journey convenient and relevant.
  • Defines, implements, and innovates new customer services to enhance convenience and enjoyable experiences.
  • Monitors and analyzes performance and customer interaction level with customer touchpoints.
  • Finds potential areas for improvements of both customer satisfaction and income.
  • Puts both offline customer feedbacks and online customer reviews into action to improve the Meeting Place performance.
  • Regularly carries out local market research.

About IKEA

IKEA is a global leader in home furnishings, and our Meeting Places are designed to provide a unique and engaging experience for our customers. As a Customer Experience Manager, you will play a critical role in shaping the customer experience and driving business growth for our partners and Meeting Places.



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