IKEA Gruppe in Malaysia invites a senior leader to shape and drive a best-in-class omnichannel customer experience. You will analyse customer journeys, work with customer care teams and partners to ensure a seamless, high-quality experience across all channels, and translate insights into actions that improve satisfaction and conversion.

You will mentor a team of care agents and team leaders, set ambitious KPIs, and partner with IKEA Retail to localize SOPs and support store operations.