Customer Relations Manager

You see things a little differently. So do we. Leadership at IKEA is simple, clear and humble. We’re not fans of bureaucracy and complicated hierarchy. We invest in your passions and encourage you to grow with them. Come see things a little differently with us.

• have excellent leadership skills and solid managerial experience in leading co-workers and leaders,
• have an understanding of the omnichannel environment,
• have the ability to create and work on business plans, budgets and goals, using strategic thinking,
• have the ability to align customer needs and expectations with business needs,
• have out-of-the-box thinking and create a wow effect for customers,
• have the ability to communicate clearly, negotiate and influence,
• can work effectively within Customer Relations cross-functional teams to achieve business goals,
• are excited about working in an unknown environment,
• are experienced in resolving customers’ problems, and creating a win-win outcome,
• have a passion for people and when needed able to work independently,
• are innovative, surprising, you can lead changes,
• are fluent in written and spoken English and Polish
• are prepared to take challenges in other IKEA locations in Poland or in other countries in the future.

Customer Relations Manager builds and retains a long-lasting relationship with new and existing customers by ensuring positive and joyful shopping experience. CRM promotes and encourages a customer–focused culture throughout the store by leading a team to understand customers’ needs, shopping behaviours and their living situations.

• be an active member of the Store Management team, taking cross-functional actions to secure the long-term business direction and overall performance on the market,
• leading and managing teams to understand customers’ needs, shopping behaviours and their living situations and improving the shopping experience,
• promoting and encouraging a customer–focused culture throughout the market area,
• collecting and analyzing customer data and drawing conclusions to secure improvements to our long-term customer satisfaction,
• understanding customer behavior in the omnichannel environment, including services, last mile and the payment process,
• ensuring fast and easy payment processes in store,
• taking responsibility for resolving customer complaints,
• analyzing customer feedback to identify root causes, acting to improve short and long customer satisfaction,
• creating a customer relation action plan for the store based on insights from customers’ feedback, taking an active part in creating a business plan for the store,
• managing a team of over 90 people dispersed in various departments,
• providing an inspiring and motivating direction for co-workers and other colleagues by creating an environment of trust, constructive feedback,
• focusing on developing people by creating development plans, ensuring living succession plan.

• an employment contract for a trial period of 3 months, then extended for an indefinite period after a positive assessment by the superior, 
• staff restaurant, including, among others two-course dinner for 5 zlotys, 
• 15% employee discount on purchases at IKEA, 
• Medicover extended medical care package, 
• Multisport card, 
• points to spend in the cafeteria, e.g. on the cinema, shopping, restaurants, trips, 
• free access to a platform that allows you to learn foreign languages, 
• card for Christmas shopping, wedding, work anniversary, birth of a child, 
• additional IKEA paternity leave days off on the occasion of the birth or adoption of a child, 
• an annual discretionary bonus depending on IKEA results, 
• private pension plan (PPE), 
• life insurance (NNW),