Customer Experience Specialist, IKEA

IKEA

Location:
Portugal, Matosinhos, Porto

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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!

Job Responsibility:

Provides guidance and feedback to maximize performance of individuals and/or groups
Demonstrates ability, willingness and proactive attitude to generate new ideas and mobilize people around them, finding ways to convert them into new business opportunities
Provides courteous, timely, and helpful services (incl. digital) to encourage customer loyalty
Change direction as appropriate based on new ideas, approaches and strategies
develops virtual and other
Collaborative relationships to facilitate current and future objectives
Leverages digital channels to engage audiences and drive business outcomes through strategic content creation, data analysis, and continuous optimization
Creates welcoming environments, anticipates guest needs, and delivers memorable experiences through empathy, attention to detail, and high service standards
Co-create the Customer Experience Program for the Meeting Place by providing solutions which enhance the Customer Journey for each customer group. Secure efficient communication with customers
Execute on assigned tasks which contribute to strategic priorities within the Customer Experience supporting Customer Experience Manager as priorities evolve to deliver day-to-day Customer Experience activities, leveraging their specific customer experience expertise and knowledge of standards on local and different markets
Propose and execute localization of the Meeting Place in all MP’s touch points (off-line and on-line), commercial offer, partners design concepts and formats, design story, services, amenities and temporary special experiences to ensure relevance and consistency from customer perspective
Create and manage customised events and marketing activities together with our Partners, Communities and Ingka and follow them up
Actively work on customer experience improvement by increasing IKEA presence in the Meeting Place and developing common commercial calendar together with Ingka
Cooperate with Accelerator Hub and external partners in order to identify and implement innovation projects or initiatives in the Meeting Place. Support local innovation projects which uplift Meeting Place unique customer experiences, co-creation and operations optimization
Regular monitor customers’ interaction with the MP. Collect and use Customer Voice in order to engage, explain and talk to our customers day to day. Use active listening and other communication techniques to uncover customer insights. Use all communication channels, including social networks as part of daily work. Involve customers into the quick prototyping of the new ideas and concepts
Follow-up, accumulate and share practices and lessons learnt with other Meeting Places. Ensure the appropriate documentation of customer experience related materials

Requirements:

Previous experience in customer experience & customer service/ marketing/ business administration
Practical experience in customer relations in various industries is an advantage
Passion for customer service and customer relations
“Out of the box” thinking, creativity, and drive
Attention to detail
Coaching and mentoring skills
Strong communication, negotiation and interpersonal skills
Fluent in English and local language
Knowledge of what the Ingka Centers means and how it should be incorporated in everything Ingka Centres does
Knowledge of creating a unique image for the local brand in the consumers' mind and establish a significant and differentiated presence in the market that attracts and retains customers
Able to adapt global Meeting Place concept to meet local culture and community needs and willpower to adjust the global concept to stay and continue to be relevant
Knowledge of the customer experience practices and innovations used by the industries worldwide (including retail, meeting places, F&B, leisure, hotel business, other places where customer experience is an integral part of the business
Knowledge of existing and potential customer’s needs, behaviours and aspirations to be able to help Ingka evaluate future endeavours and further translate insights into most relevant ideas & solutions, to support for business purpose and decision-making
Knowledge of the customer’s whole interaction with Ingka, from first encounter to purchase – using digital and physical tools and platforms
Motivated by searching and grasping business opportunities. Taking ownership and responsibility for making things happen
Motivated by playing role in activities and take initiatives that provide opportunity for learning new skills and tools, explore and develop talent and potential, both inside and outside of the direct area of responsibility

Additional Information:

Job Posted:
June 27, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Customer Experience Specialist