Job Opportunity in the UAE: Customer Relations Manager at IKEA 2021

By: Al Futtaim Last update:
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Applicant criteria

ResidenceUnited Arab Emirates
NationalityUnited Arab Emirates, Bahrain, Djibouti, Algeria, Egypt, Iraq, Jordan, Comoros, Kuwait, Lebanon, Libya, Morocco, Mauritania, Oman, Palestine, Qatar, Saudi Arabia, Sudan, Somalia, Syria, Tunisia, Yemen
SpecialityBusiness
Gender
  • Both

Opportunity criteria

Job FieldsCustomer Service, Call Center Jobs, and Secretary
Opportunity FieldMarketing, Business and Finance, Entrepreneurship and Innovation
Job locationUnited Arab Emirates
Needed documentsCV

Opportunity description

Al Futtaim Group is offering a job opportunity as a Customer Relations Manager to join the team at IKEA in Dubai, United Arab Emirates for 2021. As a Manager, you are responsible to drive sales growth and sustained long-term profitability by establishing and retaining a life-long relationship with existing and new customers. 

Qualifications:

  1. Live and share the IKEA values every day.
  2. High School or Trade school graduate.
  3. 3 - 5 years in Customer Service Management, IKEA experience is highly preferred.
  4. Extensive experience & skills in Strategic Planning and Analytics, Effective Communication, Excel competence.
  5. Strong leadership, problem solving & Business Acumen. 

Key Specific Accountabilities:

Commercial:

  • Lead and manage the team and work with colleagues in other functions to optimise the relationship with customers in order to drive sales growth and sustained, long-term profitability.
  • Co-operating and influencing the commercial team, the CR team and other support functions to ensure that they understand the customer’s perspective when implementing new solution and evaluating exiting ones. 
  • Knowing the local market and working with the commercial team to support commercial activities, which will convert more visitors to customers.
  • Having in place service agreements with external providers, ensuring these are clearly communicated and priced in store, which support sales. Ensure they deliver a standard of service that contributes to making the IKEA store first choice for home furnishings. 
  • Working with the check-out manager and store team to ensure the check-outs are appropriately staffed at all times of the day in order to make it easy and convenient to close sales. 
  • Working with the exchange and return team to ensure the area is appropriately staffed at all times and that after sales care encourages customers to want to come back to shop. 
  • Analysing customer feedback to identify root causes, taking action to improve short and long-term customer satisfaction. 
  • Encouraging the team to take fast action on ideas to improve customers’ shopping experience, acting on customer feedback, competition and performance analysis. 
  • Educating the team in the IKEA Concept, and ensuring that they read and use the appropriate manuals.
  • Ensuring the managers agree clear expectations and standards with their teams regarding routines and that they regularly follow up on these. 
  • Ensuring quality standards are met in store by focusing on the detail in order that the store is clean and tidy at all times of the trading day. 

Financial:

  • Take the service office input and co-ordinate it with the store potential in order to agree customer relation goals, which supports the achievement of the agreed store goals.
  • Constantly monitoring the performance against agreed goals, adapting and taking action when required. 
  • Ensure all customer relations initiatives grow business and support the sustaining of long-term profitability, always considering the impact on customer satisfaction. 
  • Delivering on agreed goals and Key Performance Indicators (KPIs) by analysing KPIs and working with the team to create meaningful actions to achieve agreed goals. 
  • Controlling costs through working in a lean, simple, cost-conscious way using good examples and solutions, and encouraging the team and colleagues to discover more effective ways of working. 

Customers:

  • Lead and manage the team and work with colleagues to understand local competitor service offers, customers’ shopping behaviours and their living situations, and use these insights to improve customers’ shopping experience. 
  • The priority is to work with the team to secure an easy buying process that will make it easy and convenient for customers to shop at all times throughout the day and encourage repeat visits to the store. 
  • Ensure all the IKEA shopping tools are in place, in the right quantity and functioning effectively. 
  • Work with the team and other functions to promote and encourage a customer-focused culture throughout the store.
  • Always look at the store through the eyes of the customers and walk the shop floor during different times throughout the trading day. 
  • To regularly meet with the customers to learn from their experiences, ideas and views in order to improve the home to home shopping experience. 
  • Analyse feedback from the customers and work with my team and other functions to make improvements to the customers’ shopping experience by securing an easy buying process throughout the store.

About Al Futtaim:

Al-Futtaim’s family business traces its origins back to the 1930s on the banks of the Dubai Creek, a trailblazer for innovative trading concepts designed to enrich lifestyles. Today, Al-Futtaim is present in 29 countries, represents over 200 companies spanning the automotive, finance, retail, and real estate industries, and it is now 42,000 people strong. Currently spanning the automotive, finance, retail, and real estate industries, Al-Futtaim’s diverse and far-reaching portfolio of brands and companies are ever-present in people’s lives, from the shores of Singapore to the sands of the UAE.

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