Date posted: 10/03/2025
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 create positive change for people and 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.
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 centre 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 an excellent customer satisfaction, and maximize conversion in all touchpoints.
Act as 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.
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