1. Understand regulation, market, industry and customer trends within local market so that appropriate adjustments can be made to unit’s operations.
2. Contribute to the overall CSC strategy & business plan by creating own unit’s action plan, ensuring engagement, and securing the implementation and lead required change management.
3. Plan & propose headcount and financial investments needed to secure own units action plan and future performance & productivity enhancements.
4. Drive sales, cost management & customer service performance for coming year through individual goal setting for quality and productivity, monitor and plan corrective actions, and secure contingency.
5. Continuously improve operations through developing and optimizing internal service agreements, processes and systems for contact management, case management, profile management, support flow management (including ensuring sufficient solutions & capacity for customers), vendor relations and automation.
6. Manage people through supporting and developing managers within the team,
securing succession and build competence through developing plans, coaching, empowering, and planning and suggest improvements for knowledge management initiatives.
7. Develop team through securing relevant structures, agreements and alignments, to create a culture of customer focus, delivering performance & supporting each other, resolving intra and inter departmental conflicts.
8. Develop and optimize guidelines and suggest improvements are in place including issue resolution, case handling, and compliance.
9. Act as Duty Manager, securing operations for whole CSC for the day, decide on major customer compensation or exceptional solution, and handling major customer complaints.
10. Act as a business partner to other functions, maintaining relationships within local IKEA organization – in particular marketing, fulfilment, logistics, compliance and sales channels, and influencing others through providing customer focused feedback to help the business drive sales and eliminating root cause for customer pain points
