Client Experience Lead

1 week ago


Wuxi, Jiangsu, China Ikea Full time

Job Summary:

We are seeking a Client Experience Lead 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.

Key Responsibilities:

  • Co-create the Customer Experience Program for the Meeting Place by providing solutions which enhance the Customer Journey for each customer group.
  • Secure efficient communication with customers.
  • Propose and execute localization of the Meeting Place in all MPs 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 customised events and marketing activities together with our Partners, Communities and IKEA and follow them up.
  • 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. Support local innovation projects which uplift Meeting Place unique customer experiences, co-creation and operations optimization.
  • Regularly monitor customers interaction with the MP. Collect and use Customer Voice in order to engage, explain and talk to our customers day to day. Use active listening and other communication techniques to uncover customer insights. Use all communication channels, including social networks as part of daily work. Involve customers into the quick prototyping of the new ideas and concepts.
  • Follow-up, accumulate and share practices and lessons learnt with other Meeting Places. Ensure the appropriate documentation of customer experience related materials.

About the Role:

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.



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