Customer Support Centre Group Leader | Retail | IKEA RSO Jebel Ali

Job Requisition ID: 165826 

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A”rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. 

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview Of The Role:

The Resolution Group Leader ensures a seamless customer journey by offering an inspiring and rewarding customer experience for non-face-to-face contacts, focusing on fast and easy support to build trust in the IKEA Brand. The role gathers and leverages customer insights for continual improvement and supports strategic business planning activities within the organization. The leader oversees operational performance, drives budget adherence, and fosters a customer-centric culture through effective people management and adherence to health and safety protocols.

What You Will Do:

Performance Management

• Support and inspire a customer-focused culture in all non-face-to-face contacts to ensure a positive and seamless customer experience.
• Challenge the IKEA organization based on customer support center experience to improve ways of working and identify new business opportunities.
• Ensure prerequisites are in place to provide fast and easy resolution for customers when amendments are needed or if issues occur.
• Secure and monitor department operations to meet global and national standards and policies.
• Provide necessary insights and KPIs to business stakeholders to improve overall customer experience.

Cost Control

• Participate in yearly budgeting exercises and control costs related to the Resolution & After Sales operation.
• Provide information to the regional Home Delivery manager and other functions to ensure actions for continuous improvement based on customer feedback.

People Management

• Develop a succession plan to secure the future of the support center in line with competencies and IDP.
• Train and develop Resolution Representatives & After Sales coworkers.
• Plan resources to achieve agreed KPIs and ensure customer satisfaction parameters are met.
• Agree and follow up on yearly objectives for team based on business plans.

Health and Safety

• Secure ethical operations in compliance with internal procedures and H&S routines.
• Conduct regular checks to ensure coworkers are following safe procedures.
• Ensure contingency plans are set and easy to implement when necessary.

Business Planning

• Conduct regular follow-ups to ensure business plan goals remain on track.
• Support feedback and complaint management via PulseCX module.
• Manage customer requests, complaints, questions, and compliments.

Required Skills To Be Successful:

• Excellent communication skills and customer-centric orientation.
• Strategic planning and thinking with effective analytical skills.
• Proficiency in Microsoft Office and CRM platforms.
• Leadership skills with strong people and time management capabilities.

What Qualifies You For The Role:

• University Degree or equivalent within Retail or Hospitality.
• Experience in working with CRM systems such as CRM 365, Navision, & Genesys.
• Bilingual proficiency in Arabic and English.
• Minimum experience in a retail environment with a strong customer service focus.

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Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.