Country Customer Manager

4 days ago

Espoo, Uusimaa, Finland Inter IKEA Systems B.V. Full time

You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you.

A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share. Join the team and start a better life for yourself.

We are on an exciting journey to create a better everyday life for the many people. We strive to be the leader in sustainable and affordable life at home, committed to creating positive change for people and the planet in Finland.

We are seeking an experienced Country Customer Manager to join us for delivering sustainable, extraordinary growth by creating a unique, inspiring, and convenient meetings with the customers in an omni-channel environment. This role is crucial in ensuring the creation of an unforgettable and rewarding experience across all channels and all customer journeys.

WHO YOU ARE

As a person, you are passionate about generating people and business growth. You lead with IKEA culture and values, driven by our vision, and seeing the IKEA contribution in a broader context in society.

To succeed in this role, you need:

  1. Minimum 10 years of working experience in Customer function, or equivalent.
  2. Proficient in setting directions, creating strategic and operational goals, and following up on KPIs.
  3. Broad knowledge of how to target customers and manage real-time contextual interactions on an individual basis using behavioral and predicted patterns throughout their experience with IKEA in all channels.
  4. Thorough understanding of the local market environment and customer expectations to ensure commercial and service offers meet current and future demands.
  5. Strong analytical skills with the ability to understand the complexity of IKEA business and optimize profitability for sustainable commercial growth.
  6. Ability to handle ambiguity, coupled with strong communication and interpersonal skills.
  7. Proven expertise in leading change initiatives and managing both internal and external stakeholders, seeing the big picture.
  8. Proficient English language skills, spoken & written.
Your Responsibilities


• Responsible for managing resources (people and money): Responsible for people planning within Customer. Develop business, Service, Operational input, and decision-making to secure customer experience and business goals. Develop functional budget, ensure approval, forecasting, follow up, and coordination with Commercial Manager to secure country goals and functional goals are covered.


• Act as a member of the Commercial Management Team and proactively contribute to IKEA business plan, commercial plan, and commercial calendar process.


• Secure that the customer is at the center of all strategies, decisions making, solutions, meeting the customer experience steps.


• Provide the front-line business operations with expertise, so that the customer is taken care of with quality and speed, across all journeys where needed.


• Follow up and identify continuous improvements to the customer experience journey, in order to deliver excellent customer satisfaction, and maximize conversion in all touchpoints.


• Act as a matrix to the stores/markets, and support the stores/markets colleagues through coaching and sharing best practices in order to develop and secure an excellent customer experience.


• Actively foster the interdependent leadership and active cooperation across all functions and units, within and outside Commercial, to secure integration, common focus, and maximize impact.


• Measure performance of output in all areas to maximize efficiency and effectiveness and ensure performance excellence throughout the year.


• Take the lead in driving an open and sharing climate, being a role model of the IKEA values where our co-workers are informed, engaged, and empowered.


• Be the leader of the transformation of the Customer function in the country.

In this role, you will report to the Country Commercial Manager.

Apply now

The role is full-time (37.5h/week) and permanent, and the main working place is in IKEA Service office, Espoo.

Please attach an updated CV & motivation letter (in English) with your application and salary request latest on Monday 24th March 2025, so we can get to know you better.

If you have job-specific questions, please contact Country Commercial Manager Jing Li (jing.li14@ingka.ikea.com). If you have any questions related to the recruitment process, please contact P&C Manager Nina Salmivaara (nina.salmivaara@ingka.ikea.com).

Warmly welcome with your application

IKEA, more than a job.

World needs more people like you. So do we. Come to work with us just as you are.

Working at IKEA is more than just a job – with us you are part of an equal and diverse working community. A sense of belonging is important to our employees, and team spirit is at the heart of what we do. IKEA offers a variety of career paths and opportunities to develop yourself in roles that are right for you. We give you the opportunity to bring your ideas to the table to help us develop our work, and to create new IKEA success

We value all our employees equally and our pay is in line with the collective agreement for the retail sector. Your salary level will depend on your job role, your previous work experience, and any relevant qualifications.

In addition to your salary, you will also enjoy a wide range of comprehensive staff benefits, including flexible Smartum saldo, staff discounts on our products, healthy and delicious breakfast and lunch menus at very low prices in our staff restaurants, One IKEA Bonus, and much more

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