We are looking for a Remote Customer Knowledge Specialist at Group level, for the Market support function. You will be reporting to the Remote Experience Knowledge Leader, part of the Remote Experience Design team at Group level. Further, we are looking for someone who is passionate about customers and Knowledge Management with great writing skills and strong knowledge of stakeholder management within a complex business environment. Additionally, leadership is everyone’s responsibility at IKEA - we define this as building strong relationships, collaborating and co-creating, creating customer value, leading with the IKEA values, inspiring and clarifying, and unleashing your inner leadership potential.
As an ideal candidate you have expert knowledge of structuring and writing in a customer-facing way and solid knowledge of Knowledge Management processes within multinational organizations to define customer information needs in connection to omnichannel shopping experiences. Furthermore, you have a good understanding of the complexity of operating in an omnichannel environment, and how processes interact and impact the customer and co-worker experience. Lastly, you are passionate and have a good understanding of IKEA Brand Identity and IKEA tone of voice as well as of the prerequisites of communication across channels as well as good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people.
You are motivated by sharing and living the IKEA culture and values. Additionally, you are passionate about understanding the behaviors of the many people, the local Life at Home and current Home Furnishing trends and passionate about exceeding customer expectations and to grow satisfaction with outstanding service and support. You are also inspired by co-creation and openness for development and change.
You are a curious person with strong communication- and linguistic skills, verbal and written, as well as strong interpersonal skills with the ability to build trustful relationships. Additionally, you are able to work with others in a team (especially with digital product teams and local teams of different countries), being open to exchange of knowledge and insights and you are able to engage others and deliver learning in an inspiring way. We look for someone with creative skills with structured thinking, passionate about delivering the best experience to our customers.
Experiences and skills: You have formal qualifications in Communication or equivalent and minimum 2-3 years of experience as a Content-writer, Content Strategist, Knowledge Management Specialist, communication specialist or similar. Desired: Sharp analytical skills, thinking strategically and creatively, and looking at the details within a wider context. Lastly, you are fluent in English.
We expect you to create and maintain the necessary knowledge base to enable great experiences for customers in a remote environment, by executing the global knowledge roadmap. Your responsibilities are in particular: • Define and execute the plan for the creation, delivery, and governance of useful, usable knowledge content to support co-workers and customer, at a global and local level, securing that all needed knowledge is available, complete, accurate, easy to reach and understood. • Review current content and/or processes to identify opportunities for refinement and consistency, establish what will best serve business goals and to optimize for inclusiveness, accessibility, and localization. • Create knowledge assets, content templates, editorial style guides, measurement plans, and other documentation to help global and local teams to develop and maintain the knowledge base. • Identify opportunities and low-performing areas and influence their prioritization with global and local teams analyzing both qualitative and quantitative data and use it to make sound, data-driven content decisions. • Collaborate with the other areas of the Experience Design team to create extraordinary customer experience (aligned with the RCMP goals), driving the design of future remote customer support for coworkers to support the best customer experience for our customers all over the world. • Transfer knowledge to countries with digital tools, ensuring and increasing understanding among customers and co-workers. • Provide global support and best practices on maintenance of natural language tools (i.e. ChatBot) to countries, ensuring continuous high-quality performance. • Ensure collaboration with Sales and Resolution Specialists (and other partner divisions) and capture up-to date content, ensure customer-friendly communication.
TOGETHER AS A TEAM
Our vision is to create a better everyday life for the 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 team is in charge of driving the future collaboration support for our coworker and customer to deliver superior customer support. 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 Centre.
QUESTIONS AND SUPPORT? LET'S CONNECT!
The contract is full time and located in Amsterdam or Malmö.
For more information, please reach out to Experience Knowledge Management Leader, Davide Tamburlini +31 (6) 15 34 12 89 or email@example.com.
We look forward to receiving your application in English as soon as possible. Please note that we will be reviewing applications on a continuous basis. We welcome your application.