Customer Experience Specialist - Service Office

A Smile, Common Sense, Passion for home furnishing, and Leadership; that's what we need in IKEA Al-Homaizi Kuwait - a company that believes in developing business through our Co-Workers.

Our energy comes from creating a better everyday life for the many people.

We simply recruit based on Values, Competence, Potential for growth, and Diversity.

A day in your life with us:

To enable a meaningful and positive shopping experience for all visitors and customers. This includes in particular securing a personal approach whereby each customer feels acknowledged, valued and understood. Setting the foundation for an inspiring, joyful, welcoming and family-friendly atmosphere. Developing and implementing relevant communication needed to support customers throughout the complete experience. Maximising potential retailing improvements to differentiate the IKEA Brand from other retailers.

• Contribute to the creation of the country business plan.
• Support the development of a multichannel shopping experience by fulfilling the emotional needs of customers in order to build brand loyalty.
• Align and optimise relevant working methods to secure the required co-worker competence to support the shopping experience.
• Drive the mindset change and develop the support needed in creating a caring meeting with customers where co-workers are engaged and stimulated.
• Ensure that “ways to shop” are relevant and easily express all the IKEA shopping choices available in a multichannel retail reality.
• Contribute to relevant stakeholder improvements to the IKEA store layout and customer guidance communication.
• Secure the active promotion of family-friendliness in order to make the IKEA store an exciting and fun destination.
• Help to develop and promote options in the shopping experience in order to contribute to the IKEA social and environmental commitments.
• Share best practices and benchmark operational excellence to enhance the positive shopping experience.
• Be the customer insight expert and identify gaps between customer expectations and experience so that the complete country organisation can then act upon them.

Who are you ?

• Sound understanding of business and a background gained from working in a customer-focused, fast-paced and multichannel retail environment.
• Experienced in creating and implementing mid-term plans and following up goals.
• Proven customer-focused mindset.
• Self-reliant and motivated with proven ability to work as part of a team as well as independently.
• Self-confident and assertive with the ability to influence through the use of customer insight.
• Ability to set clear expectations and directions.
• Proven record/experience of developing people and organisations.
• Good analytical and numerical skills.
• Ability to communicate confidently and clearly in the local language(s) and English.
• IKEA store experience in a customer-facing role.
• Experience of working in a customer service management role within retail business.
• Quick learner who can adapt easily to changing demands.
• Ability to understand the key principles of the shopping experience and customers’ expectations.
• Interested in home furnishing.

A few more details for you

This position is full-time and is located in Kuwait. Some travel may be required. 

Please send your  CV in English and tell us why you would be a good fit for this role.