Customer Experience Specialist

4 weeks ago

Beijing, Beijing, China Ikea Full time
Job Summary

As a Customer Experience Specialist at IKEA, you will be responsible for co-creating the Customer Experience Program for the Meeting Place. This involves providing solutions that enhance the Customer Journey for each customer group, securing efficient communication with customers, and executing on assigned tasks that contribute to strategic priorities within the Customer Experience. You will work closely with the Customer Experience Manager to deliver day-to-day Customer Experience activities, leveraging your specific customer experience expertise and knowledge of standards on local and different markets.

Key Responsibilities

* Co-create the Customer Experience Program for the Meeting Place
* Secure efficient communication with customers
* Execute on assigned tasks that contribute to strategic priorities within the Customer Experience
* Propose and execute localization of the Meeting Place in all touch points (off-line and on-line), commercial offer, partners design concepts and formats, design story, services, amenities and temporary special experiences to ensure relevance and consistency from customer perspective
* Create and manage customized events and marketing activities together with our Partners, Communities and IKEA
* Actively work on customer experience improvement by increasing IKEA presence in the Meeting Place and developing common commercial calendar together with IKEA
* Cooperate with Accelerator Hub and external partners in order to identify and implement innovation projects or initiatives in the Meeting Place

About This Work Area

This role is part of the IKEA Meeting Places team, which aims to optimize the meeting place experience for the many people to drive visitation to the Meeting Places and IKEA and deliver sustainable business growth for our Partners and Meeting Places. Achieve operational results, drive efficiency improvements and enhance commercial performance, brand value and sustainability performance of the Meeting Places.

Requirements

* Knowledge of IKEA concept, culture and values
* Knowledge of IKEA brand
* Branding: Knowledge of creating a unique image for the local brand in the consumers' mind and establish a significant and differentiated presence in the market that attracts and retains customers
* Globalization: Able to adapt global Meeting Place concept to meet local culture and community needs and willpower to adjust the global concept to stay and continue to be relevant
* Customer experience practices: knowledge of the customer experience practices and innovations used by the industries worldwide (including retail, meeting places, F&B, leisure, hotel business, other places where customer experience is an integral part of the business
* Customer Behavior: Knowledge of existing and potential customers needs, behaviours and aspirations to be able to help Ingka evaluate future endeavours and further translate insights into most relevant ideas & solutions, to support for business purpose and decision-making
* Customer journey: Knowledge of the customers whole interaction with Ingka, from first encounter to purchase using digital and physical tools and platforms

What You'll Need to Have

* IKEA concept, culture and values
* IKEA brand
* Branding: creating a unique image for the local brand in the consumers' mind and establish a significant and differentiated presence in the market that attracts and retains customers
* Globalization: adapt global Meeting Place concept to meet local culture and community needs and willpower to adjust the global concept to stay and continue to be relevant
* Customer experience practices: customer experience practices and innovations used by the industries worldwide (including retail, meeting places, F&B, leisure, hotel business, other places where customer experience is an integral part of the business
* Customer Behavior: existing and potential customers needs, behaviours and aspirations to be able to help Ingka evaluate future endeavours and further translate insights into most relevant ideas & solutions, to support for business purpose and decision-making
* Customer journey: customers whole interaction with Ingka, from first encounter to purchase using digital and physical tools and platforms

Working at IKEA

IKEA is a global company that aims to create a better everyday life for the many people. We are committed to sustainability and social responsibility. As a Customer Experience Specialist at IKEA, you will be part of a team that is passionate about creating a unique and engaging experience for our customers. We believe in the importance of customer-centricity and are committed to delivering exceptional customer experiences across all touch points.

What We Offer

* Competitive salary and benefits package
* Opportunities for professional growth and development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance

How to Apply

If you are passionate about customer experience and want to be part of a team that is shaping the future of retail, please submit your application. We look forward to hearing from you

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