Customer Experience Specialist, IKEA

IKEA

Location:
Portugal, Matosinhos

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

As Customer Experience Specialist at MAR Shopping Matosinhos, you will be responsible for creating successful experiences and conditions for visitors, customers and partners, leveraging the Ingka Meeting Place concept.

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
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
Propose and execute localization of the Meeting Place in all MP’s touch points (offline and online), commercial offer, partner 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
Regularly monitor customers’ interaction with the MP
Collect and use Customer Voice to engage, explain, and talk to 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 in the quick prototyping of 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:
July 01, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Customer Experience Specialist