IKEA Corporate Jobs – Knowledge Management and Insights Manager

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

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