IKEA Austria GmbH

Customer Support Centre Manager (f/m/d) 40h - IKEA Customer Support Centre Vösendorf

Vösendorf
Feste Anstellung
Vollzeit

Why you will love us

From the deep forests in Sweden, we have spread our culture and values around the world. At the heart of our offer are our beautiful home-furnishing products and solutions, made with care for our planet, reaching millions of customers. At the heart of our business, are our wonderful co-workers representing diversity in all dimensions and passionate for life at home. We all contribute with our uniqueness and we want to grow and develop together. Our vision, “to create a better everyday life for the many people” inspires and guides us in everything we do. This is IKEA.

WHAT WE ALL HAVE IN COMMON

Living our values
Being your unique self, while respecting and including others
A passion for home furnishing
Performing & delivering while learning & developing
Having fun!

Your responsibilities

Understand regulation, market and customer trends within IKEA Austria Customer Support Centre (CSC) strategy
Owner of CSC strategy & business plan and contributor to IKEA Austria business plan in order to secure future customer experience, define future contact strategy and service scope, contact channels & customer steering
Secure resources and decide on financial and headcount investment and based on available resources, secure necessary approvals and procurement, and ensure adherence to P&L plan
Secure long-term performance by defining overall CSC goals, and defining priorities which will deliver improvements in sales, P&L, and customer service and leadership for next 3-5 years
Lead people through supporting, developing, and empowering managers, and setting priorities for building business competence & knowledge management
Develop new processes, system landscape, and capabilities to meet future needs through securing manageable roadmap
Lead collaboration across CSC teams and develop great working relationship between CSC, vendor and all IKEA functions and secure long-term collaboration
Act as a matrix partner for stores – giving advice, act as competence leader, develop country processes and tools

What you´ll need to have

You have knowledge of retail business and draw insights from internal & external factors & trends and business planning
You have knowledge about budget & P&L responsibility, business case thinking, financial planning and procurement
You have knowledge about succession planning and competence development
You have knowledge about operations management and staff planning
You have understanding of leadership in different situations, team development and change management
You have ability to lead business through people and leading managers amidst transforming organizations
You have ability to take strategic decisions, keeping the balance of customer, company, coworkers needs in mind
You have ability to manage complex stakeholder landscapes with great communications & negotiation & influencing skills across large organizations

We offer

In this position you will contribute to positioning IKEA as a truly meaningful and trusted brand in people´s heart & minds. You will have the chance to engage and develop yourself in an international and diverse environment where people are valued and business is led by values. Together we will create a meaningful impact on IKEA in Austria and move things to the next level.   

As an IKEA co-worker you will profit from our social benefits and a modern, family-friendly and flexible working environment.  

For this fulltime position we offer you a monthly gross salary starting from € 4.500 (on fulltime base).  We are willing to pay significantly more depending on experience and qualification with an ALL-IN contractual agreement.

Apply now!

We really would like to get to know you better and appreciate your letter of motivation.  Warmly welcome with your application!

Please notice that we start our selection process already before closing the job ad. Once we have found the right candidate we can´t consider further applications.