Customer Relations Team Leader📣 Job Ad

About the Role

IKEA Alsulaiman is seeking a Customer Relations Team Leader for a full-time position in Al Madinah, Saudi Arabia (Medina). This role is central to fostering customer trust and encouraging frequent shopping by ensuring every experience is successful, easy, and worthwhile. The Team Leader is responsible for overseeing a fast, simple, and customer-friendly checkout process, supporting co-workers, and ensuring all payments are handled efficiently, accurately, securely, and cost-effectively.

Key Responsibilities

• Ensure the checkout area is consistently well-maintained, fully equipped, and prepared to serve customers efficiently throughout the day.
• Equip checkout co-workers with the necessary knowledge, confidence, responsibility, and authority to support customers and process payments effectively.
• Monitor daily schedules to ensure adequate staffing coverage and address any gaps as required.
• Observe queues and customer waiting times, taking appropriate action to achieve agreed service levels.
• Conduct daily spot checks to ensure checkout operations run smoothly and efficiently.
• Maintain a safe and secure checkout environment for both customers and co-workers at all times.
• Collaborate with other functions to implement improvements that enhance operations and customer satisfaction.
• Contribute to the checkout action plan and take ownership of agreed actions and deliverables.
• Share knowledge with co-workers and support continuous learning and development within the team.
• Monitor performance against agreed goals and KPIs, taking corrective action when necessary.
• Ensure staff planning and attendance are aligned with customer visitation and checkout demand.
• Adhere to cash handling, reconciliation, and payment procedures to ensure accuracy and security.
• Identify more efficient ways of working to improve productivity and reduce operational costs.
• Support the implementation of new payment methods, systems, or checkout solutions as introduced.
• Support competence development, performance management, and succession planning within the team.

Required Qualifications and Experience

• Diploma or a higher qualification.
• Minimum of 2 years of relevant experience, with a total experience range of 2-5 years.
• Experience in customer service, operations, or payment operations.
• Proven experience in team leadership, staff planning, and performance management.
• A good understanding of payment processes, cash handling, reconciliation, and different tender types.

Essential Skills and Competencies

• Strong problem-solving and conflict-management skills.
• Experience in coaching, competence development, and succession planning.
• Ability to analyze data, monitor Key Performance Indicators (KPIs), and prepare performance reports.
• Good organizational skills and meticulous attention to accurate record keeping and documentation.
• Strong customer focus with the ability to maintain high service standards in a fast-paced environment.

Work Environment and Expectations

This full-time role is based in Al Madinah, Saudi Arabia, within a dynamic retail environment. The Customer Relations Team Leader is expected to maintain high service standards, foster a safe and efficient checkout area, and continuously develop their team's capabilities to meet customer and operational demands.

Application Information

Candidates who meet the specified qualifications and possess the required experience are encouraged to apply.