Customer Relations Manager

Customer Relations Manager

Company: Ikea Location: Catania, Provincia di Catania, Italy Work Model: Onsite

Ikea is seeking a seasoned Customer Relations Manager to join our team in Catania. This senior role is crucial in ensuring an exceptional customer experience across all our channels.

About the Role

As a Customer Relations Manager, you will be responsible for overseeing and enhancing customer service operations. You will lead a team, develop strategies to meet customer expectations, and foster a positive shopping experience. Your expertise in conflict resolution and people development will be key to success in this role.

Key Responsibilities

• Manage and improve customer service and customer care within an omni-channel environment.
• Demonstrate strong leadership skills to guide and motivate the customer relations team.
• Understand and apply the key principles of the customer shopping experience and their expectations.
• Develop individuals and the organization to achieve higher performance standards.
• Influence management colleagues and effectively resolve conflicts to achieve win-win outcomes.
• Drive initiatives to ensure customer satisfaction and loyalty.

Requirements

• Solid understanding of Customer Services and Customer Care in an Omni-channel environment.
• Proven leadership skills.
• Ability to understand the key principles of the shopping experience and customers’ expectations.
• Proven experience in developing people and organizations.
• Ability to influence management colleagues and create win-win situations when handling conflict.
• A proactive approach to making things happen.