Operations & Payments Leader - IKEA Korea Service Office

- Minimum 5 years or more of IKEA or Retail store end to end operation process.

• Minimum 5 years of direct people leading experience.
• Good knowledge of project and change management methods and tools as well as stakeholder management.
• Broad knowledge of the IKEA omnichannel reality and online customer behaviours.
• Broad knowledge of operational plans and goals as well as follow up on KPIs.
• Broad knowledge of how consumer acts, feels and behaves in a retail environment to apply the insights in the shopping experience design in all customer meeting points.
• Broad knowledge of payment methodologies, compliances and industry standards.
• Broad knowledge of how data and insights about customer interactions with IKEA can be translated into seamless solutions.
• Broad knowledge of problem solving and conflict handling techniques.

Your responsibilities

• Identify Payment and Checkout development opportunities, based on local market relevance and customer needs.
• Manage local vendors where applicable to ensure sustainable vendor relations and minimize costs.
• Ensure and facilitate trainings in checkout routines, co-worker attitude, tools, legal compliance, security in par with best practice.
• Secure the integrated omnichannel conversion and CX (Customer Experience) of payments and checkout in order to contribute to the business goals.
• Measure conversion and customer satisfaction in payment and checkout to ensure performance excellence throughout the year.
• Secure excellent operation in all customer meeting points.
• Adapt the global way of working to the market and share good examples within units/market to ensure best practice is used.
• Review and secure harmonized routines and policies in all customer service-related areas at all customer meeting points.
• Lead the implementation of new activities and initiatives within customer store operations.
• Secure update and implementation of Customer Guidance and Ways to Shop in store.
• Secure strong retail foundation in customer experience related areas and develop commercial review competence and performance.
• Act as matrix/support to the stores within operation, payments and checkouts.
• Lead the implementation of BPL initiatives in Operations, Payments and Checkouts.
• Build SME (Subject Matter Experts) competence through driving internal customer-oriented expertise.
• Be an active player in driving an open and sharing climate, being a role model of the IKEA values and contribute to the transformation of IKEA.

Our team within IKEA
At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people! 😃