.Company DescriptionThe IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Mexico - and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.**Job Description**:**PURPOSE OF FUNCTION**To build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment by:- Valuing and fulfilling customer needs and expectations thereby stimulating more and more frequent visits.- Understanding customer motivation and expectations, and play an active role in turning them into commercial opportunities.- Ensuring a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit.This shall happen by working in partnership with all business functions to contribute to commercial growth.**PURPOSE OF JOB**To enable an easy buying experience for all customers throughout the complete payment process. This includes in particular:- Securing the foundation for an easy buying experience.- Ensuring a fast and efficient after-sales experience with the customer in focus.- Ensuring that our customer orders are fulfilled accurately and in a timely manner at their homes or for collection at the store.- Coordination of processes and improves efficiency through change processes and initiatives between various functions for example: Sales, Logistics, Customer Contact Centre, Recovery and Service providers.- Encourage good communication, influencing skills as well as build relations with other stakeholders to help encourage a customer focussed approach to the business.**ASSIGNMENT**- Contribute to the creation and operational implementation of the local customer relations' action plan.- Contribute to the building of business competence by supporting and empowering co-workers in their efforts to improve according to agreed development plans.- Ensure that the team understands the ambitions of the organisation to create a customer-focussed culture, by offering a positive and seamless customer experience in a multichannel retail environment.- Ensure the efficient and cost-effective execution of the IKEA exchanges and returns policy and a customer-friendly handling of complaints.- Provide an inspiring and motivating direction for the team and its individual members to ensure development and succession.- Ensure balanced operational excellence in daily operations to enhance the easy buying experience in line with Commercial Review requirements