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Returns & Exchange Manager

Bengaluru, KA
Job Code:
  • Retail & Wholesale
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Job Details

PURPOSE OF FUNCTIONTo build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment by Valuing and fulfilling customer needs and expectations thereby stimulating more and more frequent visits.Understanding customer motivation and expectations, and play an active role in turning them into commercial opportunities.Ensuring a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit.This shall happen by working in partnership with all business functions to contribute to commercial growth. PURPOSE OF JOBTo enable an easy buying experience for all customers throughout the complete buying experience. This includes in particular Anchoring a pragmatic approach to true customer-focus in decision-making.Setting the foundation for an easy buying experience when meeting the customer.Deciding on the IKEA shopping tools offer that helps safeguard the IKEA mechanical sales system.Maximise potential improvements for an effective and efficient IKEA mechanical sales system and after-sales experience.ASSIGNMENT Contribute to the creation of the country business plan.Support the development of a multichannel easy buying experience to increase convenience and give customers help when and where they need it.Align and optimise relevant working methods to secure the co-worker competence needed to complement the IKEA mechanical sales system.Provide input to and implement the global solutions, services and tools that support self-service and self-choice during the complete buying experience.Analyse customer-related key performance indicators and act with your business partners on the root causes of customer dissatisfaction.Secure customer quality and cost-effective fulfilment of all the services offered.Act as the business owner of applicable IT systems that support the easy buying experience.Act as a strong partner in the procurement of services and tools by defining customer and business needs.Share best practices and benchmark operational excellence to enhance the easy buying experience.Identify and act on potential improvements based on consumer research, customer insight, co-worker and service partner feedback and root cause analyses.ESSENTIALS FOR THE ROLE 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 a 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 gained 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. JOB-SPECIFIC CAPABILITIESWell-developed coaching and change management skills.Strong and assertive communicator and influencer.Possess holistic business acumen.Ability to take a pragmatic problem-solving approach.Analytically focused. MOTIVATIONBe passionate about customers and act to ensure a positive shopping experience.The IKEA values truly reflect personal values.Passionate about growing and developing business.Enjoy working in a fast-paced and future-oriented environment.Passionate about home furnishing, people's life at home and the IKEA range of products and services. JOB-SPECIFIC KNOWLEDGESolid understanding of all aspects of the home-to-home shopping experience.Cost and budget management.Proven leadership knowledge in a people-centric organisation.Talent management, i.e. development, succession.Change management.IKEA Brand, IKEA culture and values.Knowledge of working methods according to work focus.Legal requirements and third-party contracts.Knowledge of the easy buying process.Good knowledge of IKEA sales support tools.Ability to work independently and reliably on agreed working methods.Good communication, negotiation and influencing skills.Ability to find solutions for customer and operational issues.Good attention to details by being persistent, structured and accurate.Very perceptive with that ability to implement solutions quickly.
Degree: MBA/ PGDM

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 5-10


Channel Sales | Client Servicing | Merchandising | Retail Sales
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