Exchange & Returns Manager

WHO YOU ARE

• You are passionate about growing business and people together and enjoy working in a fast-paced and culture-oriented retail environment.
• You are a strong hands-on leader who knows how motivate our customers to shop with us more frequently because they trust us to make their shopping

experience successful and their visits worthwhile; as every customer count.

• You are enthusiastic about working with others; the commitment and well-being of your team members is a priority number one to you.
• You have at least 5 years of managerial experience working in a retail environment or a distribution center (exchange & returns experience is a plus, but not

necessary).

• You have a proven customer-focused mindset and can understand the needs and expectations of customers and provide solutions full of insightful home

furnishing ideas to ensure a fast, easy and customer-friendly shopping experience.

• You have excellent strategic planning and analytical skills and capable to set clear expectations and directions, create and implement short-term plans and

following up goals.

A DAY IN YOUR LIFE WITH US

• Drive sales growth and sustained long-term profitability by maintaining positive stakeholders’ relationships and establishing and retaining a life-long relationship

with existing and new customers.

• Contribute to the implementation of the exchanges and returns action plan and analyse customer-related and financial key performance indicators to act with

relevant stakeholders on the root causes of customer dissatisfaction and other cost drivers.

• Ensure the exchange and returns and cash handling procedures and processes are followed, as well as the team members’ shifts are well-managed by having the

right co-workers at the right time through job rotation and job sharing.

• Manage, coach and develop competent and high performing exchange and returns coworkers who have in-depth knowledge about IKEA range and actively work

to offer alternative solutions to meet customer’s needs in a multichannel retail environment.

• Lead and manage a team that has the motivation, knowledge, and confidence to provide our customers with a quality shopping experience during high peak

periods.

• Promote a customer-focused culture throughout the unit to ensure an enjoyable overall customer experience and encourage a supportive and inspirational work

environment to foster development and succession opportunities for all fellow team members.

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!

JUST SO YOU KNOW

In the IKEA world, this position is officially referred to as: Exchange & Returns Manager

Please note: This position requires the submission of a satisfactory criminal record check. A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position.