Online Performance Specialist

☞ IKEA

전망: 190

갱신일: 24-04-2024

위치: Spreitenbach Aargau AG

범주: R & D 컨설팅 / 고객 서비스

산업: Commerce de détail et de gros

Loading ...

작업 내용

WHAT YOU’LL NEED TO HAVE

To see the business through the eyes of the customer and contribute to a seamless experience by proactively identify needs and suggest improvements to stakeholders, to drive customer experience forward across all touchpoints.

  • You have broad experience in Digital Marketing, E-Commerce, Customer Experience/Support or similar.
  • You have a broad knowledge of how consumers act, feel and behave in a retail environment to apply the insights in the shopping experience design in online touchpoints to support a seamless omnichannel experience.
  • You are energized by contributing to overall success of IKEA and driving business growth through providing an excellent customer experience in an omnichannel environment.
  • You have strong analytical skills with ability to conduct detailed analysis and synthesis of large volumes of complex data and to draw conclusions.
  • You have experience in using business intelligence and metric driven data for Customer Insights or Customer Experience in an omnichannel environment or similar competence built through the career.
  • You have strong interpersonal skills with the ability to build trustful relationships.
  • You have strong organisational and planning skills with an ability to prioritize and turn strategies into operational plans and impactful actions.
  • You can take holistic decisions, always keeping the customer needs and a seamless omnichannel experience in focus, to drive new growth opportunities.
  • You are fluent in English on an advanced level and you speak at least one of our Swiss national languages.

A DAY IN YOUR LIFE WITH US

’-Act as a member of the crossfunctional e-commerce team and proactively contribute to e-commerce plan/output to deliver to the common objectives and goals.
  • Establish and analyse qualitative and quantitative data to find pain points in the customer shopping experiences and secure that all stakeholders take responsibility for improving initiatives.
  • Work with all key stakeholders to establish root cause analysis to create a better customer experience across all customer touchpoints.
  • Perform funnel analysis to understand customer behaviour along the whole purchasing process, and the main reasons why customers return or cancel their orders, abandon basket etc. and take action to reduce the numbers and improve the process.
  • Collate, analyse and share customer experiences insight to secure the successful mapping and understanding of the customer experience and to influence cross-functional focus on root causes of friction, obstacles, frustrations and failures to continuously improve our meeting with the customer.
  • Identify proven solutions and ideas to make the operation quicker, leaner and simpler with the perspective of the customer in mind at all times
  • Secure the effective implementation of tools, working methods and best practice, in order to secure a strong retail foundation and raise the existing base
  • Support the reduction and elimination of sad flow whilst using the knowledge of customer shopping behaviour to influence the pipeline to review and change working processes thereby supporting overall sales and profit
  • Survey external benchmarks to understand industry trends and enable assessment of IKEAs online performance compared to competitors
  • Collaborate with other Performance roles, Customer & Consumer Insights and the Customer Support Centre to secure the full customer performance picture
  • Actively cooperate with all key stakeholders within commercial and beyond to secure integration, common focus and maximize impact.

ABOUT THIS WORK AREA

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!

APPLY NOW!

Please submit your application online and make sure to include your CV, motivation letter and any other relevant documents.
Following a first selection, successful candidates will be invited to a video interview. After this step, we will invite selected applicants to a face-to-face or Vide Interview interview with the line manager and possibly other stakeholders.
Loading ...
Loading ...

마감 시간: 08-06-2024

무료 후보 신청 클릭

대다

작업 보고
Loading ...
Loading ...

동일한 작업

Loading ...
Loading ...