Remote Team Leader, IKEA

IKEA

Location:
China, Wuxi

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The Remote Customer Meeting Point is part of IKEA's omnichannel retailing system, driving growth and delivering seamless customer experiences. The role involves leadership, coaching, and operational expertise to ensure team performance and customer trust.

Job Responsibility:

Create an inspiring and motivating work environment and build a committed team with a strong customer focused culture based on pride in the work and high performance, thus securing a great remote customer experience and trust in the IKEA Brand
Evaluate adherence to defined ways of working for Generalists and Specialists within their skill area in order to identify performance improvement areas in processes and behaviours
Lead, coach and follow up individual development to empower team members through knowledge, trust and motivation, thus building business competence, securing succession and enhancing the quality of soft-skills in the customer meeting
Create, monitor and follow up team action plans (when applicable with input from Specialists) in order to reach set goals
Identify improvement needs in the work environment thus contributing to create a great place to work
Contribute with operational and functional expertise to the Schedule/Intraday department to ensure an optimal number of co-workers are available to meet the customer at all times, thus maximising business outcomes
Validate that hiring, onboarding and training of co-workers is performed according to standards in order to secure competence of co-workers

Requirements:

Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people
Strong knowledge of the omnichannel customer meeting (within Sales or Resolutions)
Strong knowledge of how to motivate and empower both generalists and specialists individually as well as to create togetherness within teams
Deep understanding of the leadership styles needed to balance different needs among co-workers (e.g. high level of creativity, detailed knowledge and clear ways of working)
Good knowledge of change management and understanding of key factors for a successful change initiative
Broad knowledge of the Remote Customer Meeting Point business and the business goals
General knowledge of the people planning process and the recruitment process as well as understanding how to contribute to these
Extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels
Basic knowledge about Ingka processes, IKEA product range and services
Good knowledge about relevant Ingka systems and tools

Additional Information:

Job Posted:
June 16, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Remote Team Leader