Are you ready to drive the agenda for how to constantly improve our customer success through the knowledge and insights gained in our Customer Support Center? As a part of the exciting transformation in our Danish Customer Support Center, we’re now opening a new role as Knowledge Management and Insights Manager – and we’re looking for you who has an in-depth understanding of the contact center business, quality management and problem management. You have previous management or leader experience in leading yourself and others within the context of cross functional, matrix and line organisations, and up-to-date expertise in knowledge management frameworks. Your motivation lies in customer support, experience and satisfaction, and you have the willingness and passion to transform IKEA to be the world’s leading omni-channel home furnishing retailer. We further value that you: - Comprehend complex datasets, reach conclusions and recommendations - Understand complex datasets, reach conclusions and recommendations - Take holistic decisions always keeping the customer needs and seamless experience in focus, to drive new growth opportunities - Have a degree qualified in Computer Science, Business/Finance or related discipline, linked to Customer Insights or Customer Experience in a multichannel environment or similar competence built through the career
WHAT YOU'LL BE DOING DAY TO DAY
The purpose of the role is to drive the agenda for how to constantly improve the customer success through the knowledge and insights gained in the Customer Support Centre. You’ll be responsible for collecting, analysing and sharing operational performance data and actionable insights, which develop our business and people. You’ll secure continuous development of KPIs and create mid and short-term actions based on customer and operational data to improve operations within the unit – additionally you’ll ensure quality management for all contact methods and support activities for improving the quality of customer contacts.
You should also expect to: - Secure the implementation of competence development - Identify and analyse trends of customer behaviour - Build and collaborate in a network of relevant stakeholders - Implement Knowledge Management as a natural backbone of internal and external knowledge sharing - Lead the Knowledge Management and Insights team - Contribute to the creation of the Customer Support Centre channel action plan - Participate in and contribute to the global Customer Knowledge & Insights capabilities.
In our team we take pride in seeing everyone around us grow and develop, and we encourage people to experiment, test, try - and sometimes fail. As long as they learn along the way! We know that everything is changing more rapidly today and that we sometimes need to lead in the unknown. So we throw ourselves out there to explore new possibilities and ways of doing things to make both our people and our business prosper.
In this role you will report to the Country Customer Support Manager Please, note that we do not accept applications via email, but only through our job portal. Please send your application no later than August 7th, 2021.
'- You’ll be on an individual, flexible contact on 37 hours per week - Salary within the IKEA salary policy - We have several benefits such as: Pension, health insurance, massage, cantine, co-worker discount, discounts through Logbuy, bonus programme etc. - Start date: As soon as possible