Remote Team Leader（GS）, IKEA

IKEA

Location:

China, Wuxi

Category:

Customer Service

Contract Type:

Not provided

Salary:

Not provided

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Job Description:

The Remote Customer Meeting Point, an integrated part of the new IKEA Omnichannel retailing system, drives and enables sustainable, extraordinary growth in a new era of remote meeting the customer (Sales & Resolutions). It empowers and drives outcomes to realize a simple, unique, and seamless meeting whenever and wherever our customers want to meet with IKEA co-workers in a remote setting.

Job Responsibility:

Create an inspiring and motivating work environment and build a committed team with a strong customer focused culture based on pride in the work and high performance, thus securing a great remote customer experience and trust in the IKEA Brand
Evaluate adherence to defined ways of working for Generalists and Specialists within their skill area in order to identify performance improvement areas in processes and behaviours
Lead, coach and follow up individual development to empower team members through knowledge, trust and motivation, thus building business competence, securing succession and enhancing the quality of soft-skills in the customer meeting
Create, monitor and follow up team action plans (when applicable with input from Specialists) in order to reach set goals
Identify improvement needs in the work environment thus contributing to create a great place to work
Contribute with operational and functional expertise to the Schedule/Intraday department to ensure an optimal number of co-workers are available to meet the customer at all times, thus maximising business outcomes
Validate that hiring, onboarding and training of co-workers is performed according to standards in order to secure competence of co-workers

Requirements:

Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people
Strong knowledge of the omnichannel customer meeting (within Sales or Resolutions)
Strong knowledge of how to motivate and empower both generalists and specialists individually as well as to create togetherness within teams
Deep understanding of the leadership styles needed to balance different needs among co-workers (e.g. high level of creativity, detailed knowledge and clear ways of working)
Good knowledge of change management and understanding of key factors for a successful change initiative
Broad knowledge of the Remote Customer Meeting Point business and the business goals
General knowledge of the people planning process and the recruitment process as well as understanding how to contribute to these
Extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels
Basic knowledge about Ingka processes, IKEA product range and services
Good knowledge about relevant Ingka systems and tools
Motivated by sharing and living the IKEA culture and values
Passion for home furnishing and people's life at home
Passion for leading others and energised by developing and challenging people to reach set individual goals
Energised by togetherness and reaching common goals as a team
Motivated by working in a dynamic and result driven retail environment
Strong communication and interpersonal skills combined with ability to practise inspirational IKEA leadership for co-workers with different competences and needs
Ability to solve problems and handle conflicts, always with IKEA values at heart
Ability to empower others to achieve set goals, using individualised techniques that trigger motivation and development
Ability to analyse risks and consequences of a change initiative
Ability to assess and improve quality

Additional Information:

Job Posted:

March 26, 2025

Expiration:

June 03, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Remote Team Leader（GS）

IKEA

Location: China, Wuxi

Category: Customer Service

Contract Type: Not provided