Service Manager – IKEA

Al Futtaim Group

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Ref: HP698-8501

Job description / Role

Employment: Full Time

One of the companies bearing Al-Futtaim name is IKEA.

IKEA is the world's largest home furnishings store, founded in Sweden over 60 years ago. At IKEA not only our furniture is down to earth, straightforward and inspiring, but so is our work ethics. Despite being the leading home furnishing retail franchisee across the world, we at IKEA still give you the room to grow! At IKEA creating a better everyday life for the many isn't only our vision, it's our way of life!

It is the responsibility of the Customer Service Manager to strengthen the IKEA position as the first choice Home Furnishing store in the local market by ensuring positive customer experience before, during and after purchase, with specific responsibility for Smaland, Customer Service Desk, Operator, Call Centre, Shopping Tools and CSI.

Requirements

Customers:
* Monitor and improve the shopping experience for the customer all around the store by:
* Acting as the customers advocate in the management team.
* Use customers' feedback as a tool for improvements.
* Drive the change process by addressing the department of the root cause of a service problem.
* Take the ownership of driving service priorities.
* Ensure that Parking is customer friendly and manage high volume when necessary.
* Determining and implementing the Customer Service Policy throughout the store.
* Tools/source of information to monitor:
* Constructive approach to customer complaints and returns.
* Compile, track and follow up of 10 most frequently asked customer questions all around the store.
* Compile, track and work with customer comments (suggestion boxes, call centre, emails, letters, verbal in the store).
* Conduct and analyse customer interviews (CSI or equivalent method).
* Work with IKEA Brand Capital PMA study or Visitor study and the Regional Marketing Team. 
* Conduct focus group interviews.
* Commercial/Operational review Customer Service.
* Checklist and theme discussions.
* Customer flow analysis.
* Constantly and systematically monitor competitors in the PMA with the respect to customer service and deliver input and conclusions to the business plan process of the store - preparing frequent feedback reports for Management and Service Office Teams.

Commercial:
* Manage the following departments of the store
* Entrance and Greeter function
* Playroom - taking care of the children so parents can shop in the store in an easy way.
* Replenishment of all Shopping tools all around the store (shopping trolleys, furniture trolleys, shopping bags, pens, shopping lists, measuring tape, loan catalogues).
* Family Friendly services around the store.
* Secure that the How to shop information is implemented according to the IKEA manuals, Responsible for the Store customer guidance system and communication of the generous exchange & returns policy throughout the store.

Operational:
* Cash line / Check-out service and cash control.
* Merchandise pick-up / Goods hand out.
* Home delivery services.
* Assembly / Installations - service.
* Exchanges and Returns.
* Contact centre that handles all inbound customer communications (verbal on the floor, phone, letters, emails, Internet chat etc

People Management & Development:
* To manage and lead the co-workers in the department according to the IKEA Corporate culture, local legislation.
* Train and develop the co-workers to be able to deliver excellent customer service.

* Improving the Customer service in the store and answering customers queries
* To represent IKEA brand at the required level
* To maintain store standards to the required level

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.

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