Customer Experience Manager

Come help us create a better everyday life for the many people. That's the IKEA vision. We do that by offering a wide range of home furnishings with good design and function at prices so low that as many people will be able to afford them.

Purpose

To be the guardian of the customer journey and experience across all meeting points by driving cross organization strategic roadmap. Instill customer centricity throughout the entire experience value chain and make it part of design, development, management and communication for IKEA Saudi Arabia and Bahrain.

Accountabilities

1. Lead the strategic CX roadmap that secures strong brand and competitive position.
2. Own the CX value proposition with strong organizational alignment and delivery.
3. Design and optimize customer journeys across all meeting points.
4. Plan and work closely with cross functional teams on eliminating all frictions to achieve a seamless shopping experience.
5. Lead CX performance governance that secures continuous improvement throughout end-to-end customer value chain.
6. Promote customer-centric mindset and culture within the organization.
7. Drive customer experience insights through CSAT, NPS, Effort scores, How to shop expectation studies, mystery shopper and competitive CX analysis.
8. Build strong understanding of the performance that impacts customers and steer it through different teams.
9. Identify opportunities to delight customers through innovative ways.

Qualifications

Experience

1. Bachelor in business management.
2. Minimum 5 years experience in CX, CXM retail experience is a plus.
3. Expertise with track record in leading CX strategy, journey design, CX performance governance and analytics.
4. Have conducted and managed CX performance metrics such as CSAT, NPS, Efforts scores, mystery shopper etc.
5. Strong communication, presentation and reporting skills, crafting comprehensive and insightful analysis that is presented in a clear, simplified, and compelling manner to improve and support decision making.
6. Leading cross functional plans with strong problem solving and project management skills.