Customer Experience Specialist

1 month ago


Wuxi, Jiangsu, China Ikea Full time
About the Role

To optimize the meeting place experience for the many people, driving visitation to the Meeting Places and IKEA, and delivering sustainable business growth for our Partners and Meeting Places.

Key Responsibilities
  • Co-create the Customer Experience Program for the Meeting Place, providing solutions that enhance the Customer Journey for each customer group.
  • Secure efficient communication with customers.
  • Execute on assigned tasks that contribute to strategic priorities within the Customer Experience, supporting the Customer Experience Manager as priorities evolve.
  • Propose and execute localization of the Meeting Place in all touch points, commercial offer, partners design concepts, and formats.
  • 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 a common commercial calendar with IKEA.
  • Cooperate with Accelerator Hub and external partners to identify and implement innovation projects or initiatives in the Meeting Place.
  • Support local innovation projects that uplift Meeting Place unique customer experiences, co-creation, and operations optimization.
Requirements
  • Knowledge of IKEA concept, culture, and values.
  • Knowledge of IKEA brand and its incorporation in everything IKEA does.
  • Knowledge of creating a unique image for the local brand in the consumers' mind and establishing a significant and differentiated presence in the market.
  • Globalization and ability to adapt global Meeting Place concept to meet local culture and community needs.
  • Customer experience practices knowledge of the customer experience practices and innovations used by the industries worldwide.
  • Customer behavior knowledge of existing and potential customers' needs, behaviors, and aspirations.
  • Customer journey knowledge of the customers' whole interaction with Ingka, from first encounter to purchase using digital and physical tools and platforms.


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