IKEA Corporate Jobs – Knowledge Management and Insights Manager

Website IKEA

Job Responsibilities:

  • Secure continuous development of KPIs and create mid and short term actions based on customer and operational data to improve operations within the unit.
  • Ensure quality management for all contact methods and support activities for improving the quality of customer contacts.
  • Secure the implementation of competence development, based on insights and business needs.
  • Identify and analyze trends of customer behavior and feedback in all contact methods and make sure these are translated into actions.
  • Build and collaborate in a network of relevant stakeholders, both within and outside the CSC, to secure that the insights gained are looped back to the business responsible.
  • Implement Knowledge Management as a natural backbone of internal and external knowledge sharing, both for co-workers and customers.
  • Lead the Knowledge Management and Insights team, providing an inspiring and motivating direction for the co-workers to ensure development and succession.
  • Contribute to the creation of the Customer Support Centre channel action plan and implement the appropriate actions in the area of responsibility.
  • Participate in and contribute to the global Customer Knowledge & Insights capabilities.

Job Requirements:

  •  Deep knowledge of contact centre business.
  • Knowledge about quality management and problem management.
  • Up-to-date knowledge of knowledge management framework, as KCS etc.
  • Understanding of the competence and learning principles at IKEA.
  • Understanding of all aspects of the IKEA multichannel shopping experience.
  • Diverse leadership knowledge in various situations.
  • Knowledge in stakeholder and change management.
  • Passion for customer support, experience and satisfaction.
  • Willingness and passion in transforming IKEA to be the world’s leading multichannel home furnishing retailer.
  • Leading and acting the IKEA culture and values.
  • Inspired by working together in fast paced and complex environments.
  • Energized by achieving success and results through people.
  • Previous management or leader experience in leading yourself and others within the context of cross functional, matrix and line organizations.

Job Details:

Company:  IKEA

Vacancy Type:  Full Time

Job Location: Las Vegas, NV, US

Application Deadline: N/A

Apply Here


 Report Job