The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them.

We are determined to bring a little bit of Sweden to Mexico.

WHAT DO YOU NEED IN THIS ROLE ?

·         Good knowledge of how to support IKEA customers before, during and after they have made purchases, and how the Customer Contact Centre acts as the main support channel.

·         Solid knowledge of the Customer Support/Contact Centre business.

·         Experience of the easy buying process.

·         Deep knowledge of budget responsibility and a thorough understanding of profit and loss and the key performance indicators used within IKEA organisations to plan, follow up and steer the business.

·         Proven record of successful leadership in a people-centric organisation.

·         IKEA Brand, IKEA culture and values.

·         Market research and customer insights, including sources.

·         Relevant processes, tools and working methods for the role.

·         Ability to work on an operational/tactical level.

·         Ability to lead business through people by demonstrating high leadership capabilities.

·         Ability to network and interact effectively with different people in various situations.

·         Possess holistic business acumen.

·         Ability to make things happen with flexibility, speed and simplicity.

·         Ability to work on an operational/tactical level.

·         Ability to lead business through people by demonstrating high leadership capabilities.

·         Ability to network and interact effectively with different people in various situations.

·         Possess holistic business acumen.

·         Ability to make things happen with flexibility, speed and simplicity.

Building Business Competence

• Create a business and value-driven diversity adapted to the store needs

• Create an atmosphere where knowledge sharing, internal promotion throughout IKEA Mexico and high commitment to the results in an organisation that is able to attract, retain and develop talented co-workers.

• Being the super user of payroll system and time and attendance system, secure that that HR professionals and managers work with these systems receive proper training enabling them in carry out their responsibility.

Leading for Performance

• Coach and support  (internal/external) payroll operational teams in delivering payroll

• Provide guidance to payroll operational teams and HR managers in a variety of complex payroll implication – e.g. taxation, relocation

• Lead and/or involve in continuous improvement projects especially those related in payroll and benefits area.

• Reinforce and strengthen the IKEA culture in the store

• Ensure that the payroll functions represent an environment with both high job satisfaction and a high job commitment

• I ensure the contact centre is managed in a commercial way by:

• ensuring our Contact Centre is always a safe and secure environment for visitors and coworkers.

• making sure legal compliance is recorded and reported in line with country requirements.

   

   

  People

• I provide an inspiring and motivating direction for my team and engage them fully in the tasks of becoming leaders in Life at Home and generating sales growth.

• I deliver on my agreed goals and Key Performance Indicators (KPIs) by:

• commercially driving service levels through my short-term and long-term action plans.

• analysing my KPIs and working with my team to create meaningful actions to achieve my agreed goals.

• controlling costs through working in a lean, simple, cost-conscious way using good examples and solutions, and encouraging my team and my colleagues to discover more effective ways of working.

• I actively work to secure the IKEA culture, embracing diversity and ensure our Contact Centre reflects that IKEA is a home furnishing company.

• I recruit my team through IKEA values by identifying what skills are needed to get the job done as well as what motivations and capabilities will compliment my existing team.

• I work with my managers to ensure we have the right number of co-workers in the right place at the right time to run the operations successfully and inform co-workers of their work schedule in advance.

• I am committed to the development of my team and together we develop individual personal development plans which reflect business and personal development needs. I support the team in achieving these plans.

• I delegate responsibility to my team to help them grow and develop, according to their individual ability and experience.

• I create an environment of trust by encouraging open, constructive, honest, two-way feedback with my team and other colleagues.

• I secure the training of my team in order to have competent and commercially focused co-workers who can support the customers’ shopping experience.

• I actively promote the IKEA social and environmental commitment and work with my team to understand how, together, we can contribute to sustainability.

• I actively lead and ensure that I have in place a living succession plan.

• I set clear goals and expectations and make time to follow them up with my team.

• I reward good performance and take action to improve poor performance.

• I work with my regional customer relations manager, store customer relations managers and regional contact centre manager to share ideas for improving service to our customers.

• I am responsible for my own development and look to my manager and my matrix for support in improving my competence.

   

  Financial

• I set and agree with my manager budgets and service levels for my contact centre.

• I constantly monitor our performance against agreed goals by adapting and taking action when required.

• I ensure all contact centre initiatives grow our business and support the sustaining of long-term profitability, always considering the impact on customer satisfaction.

• I give regular updates to the store customer relations managers on the feedback from their customers in order for them to take action in areas where they can improve.