IKEA
Easy Buying Manager
- Permanent
- Al Kuwait City, Kuwait
- Experience 2 - 5 yrs
Job expiry date: 19/03/2026
Job overview
Date posted
02/02/2026
Location
Al Kuwait City, Kuwait
Salary
Undisclosed
Compensation
Salary only
Experience
2 - 5 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
19/03/2026
Job description
The Easy Buying Manager at IKEA Kuwait plays a critical role within the Customer Relations team, responsible for overseeing the end-to-end process for customers returning, exchanging, or refunding items under the 'easy buying' program. This role ensures that all interactions, from initiating returns to completing exchanges, are handled efficiently, professionally, and with a customer-centric approach. The position requires close collaboration with multiple internal teams including sales, operations, and support functions, ensuring alignment between operational processes and customer satisfaction objectives. The Easy Buying Manager monitors and evaluates returns and exchanges workflows, identifies bottlenecks, and implements process improvements to enhance service quality and efficiency. Additionally, the role is responsible for upholding IKEA’s global service standards, delivering consistent, accurate, and timely solutions for all customer requests, while maintaining a positive brand experience across Kuwait, Jordan, and Morocco. The incumbent must demonstrate exceptional problem-solving skills, exercise sound judgment, and act decisively when addressing customer complaints or operational challenges. Flexibility to work during weekends, public holidays, and peak operational periods is essential to guarantee a seamless customer experience, strengthen customer loyalty, and support IKEA’s mission to create a better everyday life for the many people.
Required skills
Key responsibilities
- Lead and manage the end-to-end customer returns and exchanges process to ensure it is smooth, efficient, and fully aligned with IKEA’s service standards, delivering an enjoyable and positive customer experience at every interaction
- Resolve customer complaints, issues, and escalations quickly and effectively, ensuring that all solutions meet IKEA’s operational procedures while maintaining high levels of customer satisfaction and brand integrity
- Collaborate and coordinate with all internal teams including sales, operations, logistics, and support functions to ensure that the Easy Buying process is integrated with overall store operations and aligns with company policies and objectives
- Implement and monitor adherence to standardized store procedures for returns, exchanges, and operational support tasks, ensuring process consistency, accuracy, and quality across all customer touchpoints
- Analyze returns and exchanges data to identify trends, operational gaps, and opportunities for process improvement, implementing actionable changes to optimize efficiency and enhance the overall customer experience
- Provide guidance, training, and support to staff involved in the Easy Buying process to ensure compliance with procedures, knowledge of product and policy details, and delivery of excellent customer service
- Maintain oversight of customer interactions and feedback, proactively identifying areas for improvement in service delivery and reporting insights to senior management to influence strategic customer experience initiatives
- Ensure operational readiness for high-volume periods, including holidays and promotional events, by coordinating staffing, process efficiency, and resource allocation to maintain consistent service quality
- Foster a culture of inclusivity, collaboration, and customer-centricity within the Customer Relations team, encouraging team members to deliver service excellence while adhering to IKEA’s core values
Experience & skills
- Proven prior experience in a customer-facing role within retail, hospitality, or a related service industry, demonstrating a strong track record of managing customer interactions, resolving issues, and ensuring high satisfaction levels
- Exceptional interpersonal and communication skills, with the ability to engage effectively with customers, team members, and cross-functional departments, demonstrating patience, empathy, and professionalism at all times
- Demonstrated strength in problem-solving and critical thinking, with the ability to analyze complex situations, make informed decisions, and implement solutions quickly and effectively
- Sound decision-making skills under pressure, ensuring that customer needs are met while maintaining adherence to operational procedures and company policies
- Ability to work flexible hours, including evenings, weekends, and public holidays, to meet operational needs and provide consistent customer service during peak periods and high-volume shopping times
- Strong collaboration and teamwork abilities, capable of working across multiple teams to ensure that customer experience initiatives are executed effectively and operational processes are aligned
- Demonstrated capacity to maintain high standards of accuracy, quality, and compliance within operational processes, ensuring that all returns, exchanges, and related customer transactions are properly documented and executed
- Proactive approach to continuous improvement, with the ability to identify operational inefficiencies, recommend enhancements, and implement changes to streamline processes and enhance the overall customer experience
- Knowledge of retail operations, customer service workflows, and process management principles, ideally within a multi-country or multi-store environment
- Commitment to upholding IKEA’s values, including inclusivity, diversity, and sustainability, while creating a better everyday life for customers, colleagues, and the broader community