Who you are • Broad understanding of customer behaviours and expectations in the context of the customer experience map • Broad knowledge of IKEA ecommerce processes • Broad knowledge of IKEA concept, brand objectives, IKEA Culture & Values and vision • Broad knowledge of IKEA tools, processes and cycles, especially in e-commerce • Broad knowledge of how data and insights about customer interactions with IKEA can be translated into seamless solutions • Broad knowledge of Life at Home and Home Furnishing • Broad knowledge of how to optimise the customer experience across online touchpoints and to increase the likelihood that customer visits convert to sales • Broad knowledge of how consumer acts, feels and behaves in a retail environment to apply the insights in the shopping experience design in all online touch points • Good knowledge and understanding of digital analytics and other tools to follow the performance online • Good knowledge of the IKEA multichannel reality and online customer behaviours • Good knowledge of operational plans and goals as well as follow up on KPIs • Strong analytical skill with ability to draw conclusions from customer experience data • Strong organisational and planning skills with an ability to prioritize and turn strategies into operational plans and impactful actions • Ability to work and perform under pressure, with flexibility and simplicity • Ability to follow up on work done and capture learnings to improve • Ability to take holistic decisions, always keeping the customer needs and a seamless experience in focus, to drive new growth opportunities • You must hold Google Analytic Certification • You work closely with E-commerce Integration with the data Your responsibilities • Act as a member of the E-commerce team and proactively contribute to E-commerce plan/output in order to deliver to the common objectives and goals • Establish and analyse qualitative and quantitative data to find pain points in the customer shopping experiences and secure that all stakeholders take responsibility for improving initiatives • Perform funnel analysis to understand customer behaviour along the whole purchasing process, and the main reasons why customers return or cancel their orders, abandon basket etc. and take action to reduce the numbers and improve the process • Identify proven solutions and ideas to make the operation quicker, leaner and simpler with the perspective of the customer in mind at all times • Integrate “The Customer Experience Map” into the operational ways of working with Customer Experience online, to secure an end to end approach for creating a seamless experience for the customer • Secure the effective implementation of tools, working methods and best practice, in order to secure a strong retail foundation and raise the existing base • Support the reduction and elimination of sad flow whilst using the knowledge of customer shopping behaviour to influence the pipeline to review and change working processes thereby supporting overall sales and profit • Survey external benchmarks to understand industry trends and enable assessment of IKEAs online performance compared to competitors • Work close with the Remote Customer Meeting Point(RCMP) to understand the customers’ needs and wishes: translate this to actions and improvements for the online customer • Actively cooperate with all key stakeholders within commercial and beyond to secure integration, common focus and maximize impact (for example Digital, CFF (Customer Fulfilment), Communications, Sustainability, BNOF (Business Navigation Operations & Finance), People & Culture) • Be an active player in driving an open and sharing climate, being a role model of the IKEA values, and contribute to the transformation of IKEA At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people! Apply now! For internals, please have dialog with your line manager before apply jobs. We will contact to your line manager to ask your references as part of the process. We appreciate your application. Kindly submit your application as soon as possible. Regardless closing date of this job post, interview is going to proceed sequentially and we might close job earlier after finding right candidate. Due to the tight timeline, invitations to interviews will most likely be sent out with short notice and we truly appreciate your cooperation & understanding for this. Some interviews may be conducted over phone or Video - Microsoft TEAMS (To reduce travel). If you have questions regarding recruitment process, please contact to [email protected]
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