Remote Resolutions Manager, IKEA

IKEA

Location:
India, Hyderabad

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Remote Resolutions Manager is responsible for setting the strategy and driving the development of the Remote Resolutions to ensure living up to customer requirements in an era of convenience, and create the best customer and co-worker experience. The role involves monitoring KPIs, defining future needs for customer experience, validating root causes, following trends, defining best practices, and leading a team of Resolutions leaders and specialists.

Job Responsibility:

Setting the strategy and driving the development of the Remote Resolutions
Monitoring Remote Resolutions KPIs and goals at Group and Country levels
Defining future needs for Resolutions customer experience and translating these into roadmaps
Validating root causes, defining improvement areas and driving escalation
Following trends, customer behaviour and expectations and translating into improvement initiatives
Defining best practices in Resolutions management by continually benchmarking against industry standards
Providing expertise, input and actively participating in Group RCMP Management Team
Contributing with input to the RCMP goal-setting process
Leading, coaching and developing a team of Resolutions leaders and specialists
Sharing insights on pain-points in the resolutions process
Ensuring cross fertilizing of best practices and monitoring roadmaps, customer approach, solutions and ways of working

Requirements:

Formal qualification in Marketing, Business Management or equivalent
Minimum 8 years of experience in customer service
Minimum 5 years of experience in leading and managing leaders, including profit/loss responsibility
Experience with new technologies e.g. broadcasting, video sales, Augmented Reality
Strong analytical and strategic skills
Solid customer experience acumen
Ability to direct efforts to set and achieve long term business objectives through matrix leadership
Ability to manage large networks across a global omnichannel and multinational matrix organisation
Strong interdependent leadership skills
Ability to communicate verbally, visually and in writing in an inspirational way with IKEA tone of voice
Good knowledge of IKEAs corporate identity, core values and vision
Expert knowledge of the aftersales area and its contribution to business growth
Thorough knowledge of the contact centre industry
General knowledge of the IKEA product range
Extensive knowledge of all aspects of the customer return and exchange process, problem solving and conflict handling techniques
Broad understanding of the current market environment and expectations from customers today and tomorrow

Nice to have:

Passion for understanding the behaviours of the many people, the local Life at Home and current Home Furnishing trends
Passion for leading others and energised by developing and challenging people to reach set individual goals
Inspired by creating an IKEA fit for the omnichannel retailing future and living the change process that comes with it

Additional Information:

Job Posted:
May 07, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Remote Resolutions Manager