Country Remote Customer Meeting Point Manager

Do you have the drive to achieve extraordinary profitable growth and brand positioning, while fostering an exceptional Omnichannel customer experience and leading a people movement To be successful in this role, we seek an individual with a robust commercial background and a keen interest in commerciality, capable of maximizing the potential of our Remote Customer Meeting Point. You should possess 10-15+ years of experience with an MBA or PG in Administration, Operations, or Service excellence, along with a minimum of 5 years in a senior leadership position overseeing large-scale BPO, contact centers, or Service delivery teams. Preferred backgrounds include experience in BPOs, airlines, banking, or ecommerce. Familiarity with CRM tools and AI would be advantageous. As a role model of the IKEA culture & values, you should have a passion for driving business growth through people development. Collaboration within your organization and across different parts of IKEA is crucial. An entrepreneurial spirit, a willingness to take calculated risks, and a drive to exceed goals are essential qualities. Leading organizational and digital transformations, crisis management, high customer centricity, effective communication, strategic thinking, and a balance between deliverables and nurturing the IKEA culture are key attributes we are looking for in this role. Your responsibilities will involve driving Omnichannel profitable growth and brand positioning, enhancing sales, and ensuring an excellent customer experience in an omni-channel environment. You will work with your team to enhance remote customer meetings through innovative tools and approaches, as well as by introducing new digital self-service tools to simplify customer interactions. Additionally, you will be responsible for ensuring high-quality execution of all People processes to have skilled and engaged co-workers, aiming to be the best employer in your market. Embracing the omni-channel transformation as a digital ambassador, building networks with relevant stakeholders, and representing the IKEA market locally, nationally, and globally are also part of your role. Leading and developing the RCMP Management Team to achieve IKEA's goals and standards, fostering innovation, driving transformation, cultivating a performance culture, and ensuring an efficient and profitable operation in line with the IKEA Concept will be crucial for success in this role. Some specific key tasks include enabling omnichannel retailing by establishing and integrating a highly centralized RCMP to drive strategic profitable growth, setting the strategy and development of the RCMP, promoting a customer-centric mindset, and ensuring efficient and effective RCMP organization aligned with broader Ingka goals. At IKEA, Customer Relations is focused on building and maintaining long-lasting customer relationships in a multichannel retail environment. The team's goal is to create a positive and joyful experience for all IKEA visitors and customers through services, feedback gathering, and customer interactions, all while being genuinely passionate about people.,