Job Description

Who you are

• You have at least 5 years of leadership experience in a customer-focused, fast-paced, and multi-channel retail environment.
• You are passionate about creating exceptional customer experiences and driving business growth through operational excellence.
• You have proven experience in leading, coaching, and developing teams, fostering a high-performance culture, and building future talent through succession planning.
• You possess strong problem-solving and conflict management skills, enabling you to make informed decisions and improve business performance.
• You have a solid understanding of cost and budget management, retail operations, and customer satisfaction metrics.
• You are knowledgeable about talent management, including recruitment, coaching, and employee development.
• You understand change management principles and can effectively lead teams through change and business transformation.
• You have a good understanding of legal compliance, third-party contracts, safety and security requirements, and can work confidently with external authorities when required.
• You have knowledge of the food business, including food safety standards and commercial operations.
• You are analytical, collaborative, and an effective communicator who builds strong relationships across functions to deliver business results.

We are excited to soon welcome IKEA to Jaipur, where this role will be based. This is a great opportunity to be part of building a new store and contributing to IKEA’s growth in India.

Your responsibilities

• Lead the Customer Experience function by creating a seamless, convenient, and rewarding shopping journey across all customer touchpoints.
• Drive a customer-first culture by using customer insights, feedback, and market trends to improve the overall shopping experience and influence business decisions.
• Ensure operational excellence by identifying and removing barriers that impact customers throughout their buying, checkout, payment, and after-sales journey.
• Support commercial priorities and collaborate with cross-functional teams to maximize sales, customer satisfaction, and business performance.
• Oversee the IKEA Food business, ensuring commercial success while maintaining the highest standards of food safety, Swedishness, and regulatory compliance.
• Develop and implement customer service, food business, and operational action plans aligned with local, national, and global business objectives.
• Ensure compliance with IKEA policies, legal requirements, food safety regulations, and operational best practices.
• Build strong partnerships with internal stakeholders and external partners to enhance operational efficiency and protect the IKEA culture and values.
• Plan and manage departmental resources, budgets, and investments to achieve operational and financial targets.
• Lead, coach, and develop team members by setting clear goals, supporting individual growth, and building a strong succession pipeline.
• Analyze customer, consumer, brand, and operational data to provide recommendations that improve customer experience and business performance.
• Champion continuous improvement initiatives and contribute to the implementation of customer experience and retail food strategies across the store.
• Ensure a safe environment for customers and co-workers by promoting safety, security, and compliance across all operations.
• Foster collaboration across commercial and support functions to deliver integrated and consistent customer experience across all channels.

Together as a team

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!

Studies show that members of underrepresented communities don't apply for jobs unless they're 100% 'qualified'. If this is part of the reason you hesitate to apply, we like you to reconsider and give it a chance. Maybe your profile fits our needs much better than you think. We look forward to receiving your application.

From: 'Why Women Don't Apply for Jobs Unless They're 100% Qualified' by Tara Sophia Mohr, August 2014'