Customer&User Care Lead | IKEA Home smart

  • Älmhult, Sweden
  • Full-time

Company Description

At Business Area (BA) IKEA Home smart you will join an amazing group of talented, passionate people with an entrepreneurial mind-set who are set on democratizing the smart home. We develop smart products to enable a smarter life at home for people all over the world. We are curious and passionate about creating solutions that solve real-life problems and help people realize their dreams. All on their terms. Because we believe everyone deserves a smart home. To succeed, we look for new ways of integrating technology and digital solutions into furniture and life at home. We explore opportunities throughout the home and we work closely together with other Business Areas to both drive transformation of the existing range and develop new smart products to attract new customers to IKEA. We’re still at the beginning – there is lots more to come.

Do you have a passion for how digital solutions and smart products can make life at home even better? Do you have a passion for how customer and user care can build a better experience as well as strong and lasting relationships? Then here it is. Your chance to take on the challenge as Customer&User Care Lead in one of the most exciting Business Areas in IKEA of Sweden, BA IKEA Home smart.


Job Description

In this role, you will lead the development of a pro-active customer and user care strategy connected to the smart home offer, centered around defining the direction for how we will take care of a large and rapidly growing user base. Customer and user care is an important enabler for our part of the business since our user base interacts with and uses the IKEA Home smart eco-system and products several hundred thousand times per week.

In this role you will also be responsible for defining and implementing capabilities for customer and user care that ultimately enable our customers/users to enjoy the products as intended and on their terms. The IKEA Home smart eco system keeps on living, updating and evolving and we know that the users have a need to be supported after they have installed the eco system and products. It could be with trouble shooting if they have a problem, how to prolong the life of products, questions about what works with what or just support with setting up functions to be able to really enjoy the benefits of the smart products. And this strategic capability landscape will largely be built on a pro-active dialogue with our users.

You will work closely with several functions in IKEA Home smart and you will also interact with many stakeholders across IKEA to define and implement a comprehensive strategy and the needed customer/user care capabilities that truly have the potential to turn users into ambassadors.

Your assignment will include:

  • Provide overall direction and process guidance to anyone involved in the project(s) that typically span multiple units and may also include outside suppliers/vendors.
  • Plan, manage and allocate resources and budget to ensure successful, high quality execution and delivery within defined scope.
  • Ensure delivery and implementation of our customer/user care strategy and agreed capabilities
  • Communicate effectively with cross-functional partners and stakeholders as needed on status, risks and accomplishments to ensure alignment with the overall project goals.
  • Provide leadership and decision-making support by establishing project governance.
  • Perform project reporting including regular stakeholder status reports and overall performance of the project and project completion documentation.


You are part of the Marketing & Communication function and reports to the Marketing & Communication Manager.

To succeed in this role, you are a well-organized project leader with an extensive experience working with customer/user facing solutions and communication. Most of the new capabilities will be digital so we believe that you have solid experience in project management of digital initiatives. You are solid in your leadership capabilities and have successfully implemented digital customer or user facing solutions before.

You have excellent written and verbal communication in English, strong interpersonal and communication skills and the ability to listen to, influence and challenge a diverse group of stakeholders. You are comfortable working in agile methodologies as well as project management frameworks.

You are passionate about delivering value and being at the leading edge of technology and digital innovation. You have an interest in home furnishing and in smart products, and perhaps most importantly, you always, always have the customer/user in mind in all that you do!

Additional Information

Please send us your application – CV and letter of motivation – in English. The last day to send your application is August 13th, 2021.

Please note that due to the summer vacation period it might take a while until you hear back from us. Welcome with your application, we are looking forward to getting to know you!

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