Who you are
• Good understanding of customer behaviour in an omnichannel retail environment.
• Extensive knowledge of the store's product quality, safety, and recovery processes.
• Good understanding of merchandising techniques and how to create a commercially attractive As-Is offer, both instore and online.
• High Level of knowledge of functions within the IKEA unit and how they contribute to the product quality, safety and recovery processes.
• Good knowledge of the IKEA product range.
• Extensive knowledge of using IT systems and other tools in daily work duties.
• Good knowledge of the waste management and sustainability principles.
• Good understanding on how each workflow within product quality, safety and recovery affects the profit and loss of the unit.
Your responsibilities
• Over 3years of experience in people managing or leading, coaching, and developing the Product Quality & Recovery team, with a strong focus on customer-centricity
• Collaborate across all functions at the customer meeting point to ensure shared understanding and active contribution to product quality, safety, and recovery processes.
• Take ownership of improving the customer product experience by acting as an ambassador for product quality. Ensure timely reporting of product safety, compliance, and quality issues through the IKEA deviation reporting system.
• Create the right conditions for delivering a great shopping experience in the As-Is area and ensure efficient circular recovery operations that reduce environmental and financial impact.
• Lead the implementation of effective working methods to block and stop sales of any IKEA products with safety or quality issues, preventing defective or recalled items from reaching customers.
• Set clear departmental goals, track performance, and drive continuous improvement through benchmarking, proven practices, and optimal use of common tools and processes.
• Ensure optimal use of shared methods, processes, and tools related to product quality, safety, and recovery.
• Actively lead and promote IKEA’s social and environmental commitments. Work with the team to explore and contribute to sustainability and circularity initiatives.
• Support the growth and development of the team and its individual members, and ensure effective succession planning.
We are the ones meeting our customers – in our stores, online, in our catalogue and beyond. We have knowledge of the IKEA product range, local markets and customer needs and we constantly find new ways of making real connections with our customers to maximize sales and profitability. Together with thousands of colleagues around the world we’re a diverse team working for the continued global success of the IKEA Concept – a concept that helps millions of customers create a better everyday life!