Customer Relations Team Leader

About the role

Reporting to the Store Manager, the Customer Relations Team Leader ensures a positive and joyful shopping experience for all IKEA visitors. The role oversees the Easy Buying department, making it fast, efficient, and cost‑effective while handling customer issues in a reliable and friendly manner.

Key responsibilities

• Build and retain long‑lasting relationships with new and existing customers across multiple channels.
• Understand customer motivations and turn them into commercial opportunities.
• Ensure a positive shopping experience that builds trust in the IKEA brand before, during, and after visits.
• Coordinate with the finance team on POS transactions and participate in End‑of‑Day processes.
• Participate in system enhancements, upgrades, and updates.
• Communicate effectively with customers online and in person, addressing inquiries and concerns promptly.
• Monitor and support the Easy Buying Manager in achieving weekly, monthly, and yearly KPIs.
• Handle after‑sales processes, including deliveries, system issues, exchanges, returns, and merchandise store collections.
• Lead by example in customer focus, cross‑department cooperation, simplicity, and responsibility.
• Assist customers with transport and assembly services through the Service or Home Delivery Desk.

Required profile

• Passionate about home furnishing, people’s lives at home, and the IKEA product range.
• Strong communication and interpersonal skills.
• Ability to find solutions for customer and operational issues.
• Attention to detail.

Required skills