Sales & Commercial
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We are looking for an Operations Leader (Vendor Manager) who will manage the performance of outsourced operations in Customer Support for a cluster of countries in the IKEA global network (France, Spain, Italy & Portugal). You will report to the Global Head of Remote Partners at the Group level in Sweden but will be based in Spain.
Leadership is everyone’s responsibility at IKEA. We define this as building strong relationships, collaborating and co-creating, creating customer values, leading with IKEA values, inspiring, clarifying, and unleashing potential. An ideal candidate therefore has:
•great expertise in performance monitoring and improvement for outsourced Customer Support
•expert knowledge about contact center operations and quality management, workforce management, and forecasting
•good understanding of the contact center outsourcing industry and its impact on retail organizations, in particular, its outsourcing function within globally steered organizations
•a passion for building trustful and rewarding partner relationships that create business value
•excellent collaboration skills with a passion for influencing others and driving business growth
•an ability to develop and challenge people to reach set individual goals
•the capacity to work agile and be open to change
•fluent language skills in English are a must and Spanish, Italian, Portuguese, and/or French are an added plus
YOUR RESPONSIBILITIES
We expect you to lead the relationship with remote partners and Ingka Remote Customer Meeting Point (RCMP) country stakeholders, overseeing operational delivery in the respective geographic cluster of Ingka countries to maximize the performance and contribution of our partners.
More specifically, you will:
•manage the service scope and ongoing agreements with specific partners, securing a close collaboration and smooth relationship
•track and monitor KPIs and costs against forecast, gathering subjective feedback and drawing conclusions based on an operational review of Service Level Agreements/KPIs
•monitor, report, and audit the delivered services on quality, risks, and compliance from the remote partners
•ensure outcomes are met, continuously measured, and performed in collaboration with Remote Analytics
•monitor the end-to-end forecasting/resourcing process, ensure that forecasted requirements for resources deliver the needs of the local business/country and are delivered by the remote partner
•approve service changes and escalate when necessary, managing potential risk
•contribute with input in the procurement process on current performance and desired needs in the future, to tailor the outcome to the exact needs
•lead data-driven decisions and continuous feedback to remote partners
OUR TEAM WITHIN IKEA
Our vision is to create a better everyday life for many people. The values are the foundation of our work. By living them, we form the unique IKEA culture where team spirit and togetherness are key. The Remote Customer Meeting Point is an integrated part of the new IKEA omnichannel retailing system the Remote Customer Meeting Point (RCMP) at the Group level. It drives and enables sustainable, extraordinary growth in a new era of meeting the customer remotely (Sales & Resolutions). The RCMP is the new home for our Customer Support Centers!
QUESTIONS AND SUPPORT? LET'S CONNECT!
The contract is full-time and located in southern Europe, specifically in one of these countries: France, Spain, Portugal, or Italy. This list of countries may be reviewed in the future. Nevertheless, you would need to be prepared to live in one and travel to the other areas as needed for site visits, etc.
If you have questions regarding the recruitment process, please reach out to Riyaz Inamdar at *************@ingka.com.
We look forward to receiving your application as soon as possible, but please no later than May 27, 2022.
PLEASE SEND YOUR APPLICATION IN ENGLISH ONLY!
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