Communication & information specialist

Communication & information specialist

Jiangsu China
Not Specified
Not Specified

Job Description

• Excellent communicator; fluent in written and spoken English with down to earth and simple IKEA tone of voice.
• Knowledge of contact centre business and how to work with operational communication.
• Deep knowledge of knowledge management framework, as KCS, and processes and ways of working with them at IKEA.
• Up-to-date with communication trends and principles, to give expert advice in the choice of tools, methods and channels.
• Facilitation knowledge in order to support, coach and influence leaders and co-workers in the area of communication.
• Understanding of digital/social media and graphic knowledge.
• Knowledge of communication methods and processes to deliver efficient communication and stakeholder plans.
• Understanding of Growing IKEA Together and IKEA Way of Working.
• Understanding the customer and all touchpoints of the IKEA multichannel shopping experience.
• Plan, develop, implement and maintain an internal communication strategy for the unit.
• Create and maintain inspiring content for knowledge management to meet the needs from co-workers and customers.
• Be a trusted business partner to the unit creating compelling communication, in alignment with the business plan and other strategic and operational initiatives.
• Contribute to the creation of the Customer Support Centre channel action plan and implement the appropriate actions in the area of responsibility.
• Support the whole unit with knowledge management and communication expertise.
• Support and train colleagues in communication, how to use IKEA’s tone of voice across all contact methods and knowledge management.
• Edit and review communication material and knowledge articles when needed.
• Engage in close collaboration with all relevant functions, both within and outside the CSC, to make sure that methods and messages are aligned.
Customer Experience is a strategic function that leads and supports the focus on the customer and their experience (including the product offer), to provide a world-class home furnishing retail experience, in all channels.
We improve, develop and innovate the customer experience in and across three strong channels; Web, Ecommerce & Digital, Customer Support Centres and Physical channels and all customer experience processes.

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