problem can be resolved. I follow up and work with my colleagues to implement changes which
will improve our customers’ satisfaction.
agreeing clear expectations with my team on department routines and following up on them.
networking between stores to share good examples and successes.
understanding the importance of accurate stock inventory and how my own actions impact on
this. I also coach my team to have similar understanding.
acting on product quality problems in my store and directing them to the appropriate IKEA
company.
using customer feedback with the commercial team to improve the service to our customers
now and in the future.
educating my team in understanding the IKEA Concept, and ensuring that they read and use
the appropriate manuals from Inter IKEA Systems B.V. and other global solutions to help
maximise our customers’ shopping experience.
I develop an exchanges and returns action plan for the store based on the insights from our
customer feedback, the store customer relations plan, taking input from my manager and my
team.
I deliver this by:
clearly communicating the agreed plan to my team.
coaching my team to create individual actions plans for their areas of responsibility,
agreeing goals and Key Performance Indicators (KPIs).
following up the plans and communicating progress to my team.
People
I provide an inspiring and motivating direction for my co-workers and engage them fully in the
tasks of becoming leaders in Life at Home and generating sales growth.
I create an environment where the IKEA culture is strong and where the diversity of our
customers and co-workers is valued.
I recruit my team through IKEA values by identifying what skills are needed to get the job done
and what motivations and capabilities will compliment my existing team.
I ensure I have the right number of co-workers in the right place at the right time to run
exchanges and returns successfully and always inform my co-workers of their work schedule in
advance.
I create an environment of trust by encouraging open, constructive, honest, two-way feedback
with my team and other colleagues.
I secure the training of my co-workers in order to have a competent, customer- and businessfocused
team that can support the selling process.
I actively promote the IKEA social and environmental commitment and work with my team to
understand how, together, we can contribute to sustainability.
I have in place a living succession plan.
I take time to get to know my co-workers through regular, honest discussions; identifying
individual/business needs to support the development of their and our future ambitions.
I delegate responsibility to my co-workers to help them grow and develop, according to their
individual ability and experience.
I agree clear goals and expectations and make time to conduct follow-ups with my team.
I reward good performance and take action to improve poor performance.
I am responsible for my own development and look to my manager to support me in improving
my competence.
Financial
I take the country input and co-ordinate it with the store potential in order to agree exchanges and
returns goals which supports the achievement of the agreed store goals.
I constantly monitor our performance against agreed goals, adapting and taking action when required.
I ensure all exchange and returns initiatives grow our business and support the sustaining of longterm
profitability, always considering the impact on customer satisfaction.
I deliver on my agreed goals and Key Performance Indicators (KPIs) by:
working with my team on our weekly and monthly goals.
analysing my KPIs and working with my team to create meaningful actions to achieve my
agreed goals.
understanding the impact of my, and my team’s, actions on the financial results of my area
and know which results we have influence over.
controlling costs through working in a lean, simple, cost-conscious way using good
examples and solutions and encouraging my team and my colleagues to discover more