Customer Experience Manager, IKEA Malaysia

YOUR ASSIGNMENT:

• Contribute to IKEA business and commercial plans by analysing the customer journey to improve touchpoints, enhance satisfaction and conversion, whilst monitoring sentiment and collaborating with leaders to address dissatisfaction across markets and customer care centres.
• Collaborate with various stakeholders, customer support teams, and service partners to ensure a consistent, high-quality omnichannel experience across all departments, achieve operational excellence, and deliver IKEA's customer promises.
• Collecting and analysing customer feedback through surveys, reviews, and direct interactions across all channels to identify pain points, track satisfaction, and make informed decisions to improve the omnichannel customer experience
• Lead, mentor, and develop a high-performing team of customer care agents and team leaders, coaching them to achieve growth, profitability, and customer exp...