Job Description
Shopping Experience Manager | IKEA | Cairo Festival City
Location: Cairo, EG
Overview of the role: To oversee and manage customer service operations to provide pleasant shopping experience , in order to ensure the highest standard of Customer Service in the Check Out, Exchange and Refund Department ,Smaland and Information Desk. Work with the rest of customer relation team to ensure the different functions are appropriately staffed at all times of the day in order to make it easy and convenient for customers Ensure the timely good movement return stock is as per standards Build a strong Collaboration with other departments to work on Customer Experience Map. Ensure forecasting of work force, considering the waiting times of different areas of Store. Work with the team to promote and encourage a customer-focused culture throughout to ensure we are first choice for home furnishings and destination for the whole family. Manage and monitor KPIs of the departments. Ensure the highest level of Customer Service at all times and maintain Resolution time for complains Check month on month the P&L, comparing the expenses against budgeted & SPLY figures and in conjunction analyze the variances. Moreover, formulate recommendations to the Store Manager, so s/he is able to initiate feasible cost control measures in relation to various store expenses. Secure that the store is providing professional service to customers in the Exchange & Returns. Track figures through weekly/monthly KPI reports to ensure control. Develop, implement and control of SOP’s for Check-outs/Exchange and refund teams to protect the Company’s assets and to ensure that all in-store procedures are followed. 7 years experience in a retail/customer service at least 2 years experience managing a team strong communication skills* customer focus
