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Customer Experience Leader

2 months ago

Baltimore, Maryland, United States Ingka External Full time
About the Role

We are seeking a highly skilled and experienced Customer Experience Leader to join our team at Ingka External. As a key member of our organization, you will be responsible for driving exceptional customer experiences across all remote channels, ensuring long-term growth and customer satisfaction.

Key Responsibilities
  • Build and lead high-performance teams within assigned areas to engage with customers and secure long-term growth.
  • Create an inspiring and motivating work environment, building a committed team with a strong customer-focused culture based on pride in work and high performance.
  • Evaluate adherence to defined ways of working for Generalists and Specialists within their skill area to identify performance improvement areas in processes and behaviors.
  • Lead, coach, and follow up individual development to empower team members through knowledge, trust, and motivation, building business competence, securing succession, and enhancing the quality of soft skills in customer meetings.
  • Create, monitor, and follow up team action plans to reach set goals.
  • Identify improvement needs in the work environment to contribute to creating a great place to work.
  • Contribute operational and functional expertise to the Schedule/Intraday department to ensure an optimal number of co-workers are available to meet customers at all times, maximizing business outcomes.
  • Validate that hiring, onboarding, and training of co-workers are performed according to standards to secure competence of co-workers.
About Us

We are transforming how we meet our customers across all touchpoints to be seamless, effortless, and enjoyable. Connecting with IKEA in the ways customers need has never been more important to us. We offer competitive benefits and perks, such as medical and Rx*, dental, vision, 401k, meal deal, store discount, autism coverage, parental leave, pet insurance, education assistance, and more.

This position is a hybrid role that requires open availability. The successful candidate must live within a commutable distance to the IKEA Remote Customer Meeting Point in Nottingham, MD.

We offer a competitive salary range of $55,665-$80,714.25 based on the Baltimore Pay Tier. The pay range may vary based on your location.