Country Customer Experience Leader
Ikea - Saudi Arabia
Total years of experience :16 years, 8 Months
Accountable on the overall store CX who strives to create a unique, rewarding & integrated experience for our customers by capturing customer insights, designing customer journeys, identifying pain points & offering effective solutions, leading projects through cross-functional collaboration, co-creating communication content (static & online), conducting CX commercial reviews for the IKEA stores within KSA and Bahrain and supporting the future expansion projects as a CX leader.
Considered the guardian of the customers throughout the end-to-end journey who builds relationships, fulfills their needs and expectations, and ensures a seamless experience for them. This includes leading a team of 50 to 60 coworkers, overseeing KPIs while driving actions, in addition to being assigned a duty manager role periodically who runs the store’s operations and ensures a convenient and safe environment for coworkers and customers.
Playing a key role within the organization to design, develop and implement strategies that will attract talents, engage and develop employees, and build upon a high-performance culture while overseeing all human resource management aspects, leading key initiatives that contribute to a healthy, encouraging, and empowering work environment.
Accountable for designing and implementing policies that enable employees perform effectively within an environment that promote fairness, trust, empowerment, and influences their attitude positively towards their coworkers and customers while monitoring the key HR metrics such as, Saudization, staff turnover, retention rate, tardiness rate, and staff cost & productivity.
Co-create and implement the company's employee relations programs, policies and procedures while maintaining good communication and positive relationships with managers and employees, as well as guide them throughout the performance management and goal setting process, provide effective and timely solutions to overcome the day-to-day operational issues/challenges.
Plan, organize, and coordinate the personnel activities, participate in talent selection, and manage government relations. Analyze statistical data and reports to identify and determine causes of personnel issues/challenges and develop recommendations while ensuring compliance with the policies, rules, and regulations.
Prepare reports, manuals, correspondence, and compose communication pieces on behalf of the company. Manage employees' punctuality, productivity, and compliance with the policies, rules, and regulations while being accountable on the overall office management related duties.
In charge of the administrative responsibilities that includes and not limited to, securing office supplies, issue medical insurance certificates, fleet and facility management, safety & security, while coordinating with the head office HR team for personnel related activities.
Management & Administrative Development
