• Knowledge about IKEA Brand, culture and values. • Knowledge about change management. • Knowledge of country employment legislation. • Understanding of customer behaviour. Good knowledge about IKEA range and service products. • Strong problem solving and conflict handling skills. • Good communication skills. • Ability to take responsibility and delegate when necessary. • Leading business through people. • Ability to find solutions for customers and operational issues. • Coaching and conflict handling skill.
• Contribute to the operational implementation of the unit action plan within the team. • Support in creating an inspiring and motivating work environment and atmosphere where co-workers have access to the information they need and user-friendly tools. • Empower and coach co-workers through knowledge, confidence, trust and motivation so they are always ready to support customers in the best way possible. • Monitor and feedback on working methods, productivity and quality on team and individual level. • Ensure the right number of competent co-workers to secure high quality for all customer contacts within the service level. • Build a committed team with a strong culture based on customer focus, high performance and pride in their work. Contribute to the building of business competence by supporting and coaching co-workers in their daily efforts to improve according to agreed development plans. • Monitor and follow up that the team works ethically and in compliance with internal regulations and legislation including: consumer protection, risk, environment, health and safety. • Be active in the recruitment process of new co-workers.
• To build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment by: • • valuing and fulfilling customer needs and expectations, thereby stimulating more and more frequent visits. • • understanding customer motivation and expectations, and playing an active role in turning them into commercial opportunities. • • ensuring a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit. • This shall happen by working in partnership with all business functions to contribute to commercial growth.