Competence Development Manager

☞ IKEA

View: 150

Update day: 16-11-2025

Location: Zaventem Flemish Brabant

Category: Executive management

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Job content

WHO YOU ARE

The Competence Development manager fulfils a strategic role at the Customer Support Centre that leads and supports our co-workers with their focus on the customer to provide them with a world-class home furnishing retail experience, in all channels.

You are:

  • Proactive and you have a clear vision on learning and development which you can translate in an IKEA environment.
  • Identify and manage interdependencies and contribute with competence development into broader business processes.
  • A good communicator, negotiator and influencer with ability to conceptualize
  • Can understand customer needs in the seamless experience to challenge the common ways of thinking.
  • Able to work and perform under pressure, with flexibility and simplicity.
  • Identify yourself in the IKEA Values.

You have:

  • Up-to-date knowledge of facilitation methods and tools, with a passion for the digitalisation of learning options.
  • Solid knowledge of project, stakeholder and change management.
  • Professional knowledge of written and spoken Dutch, French and English
  • The social skills as excellent listener, networker, motivator, facilitator and stimulator for colleagues and team.

YOUR RESPONSIBILITIES

You will:

  • Actively drive and act as point of reference for competence development within the Customer Support Centre (CSC).
  • Contribute to the creation of the Customer Support Centre channel competence development action plan and implement the appropriate actions you’re the area of responsibility.
  • Define relevant short- and mid-term learning objectives based on customer insight, operational data, Quality calibrations and knowledge management feedback to improve and develop the learning offer and to close the knowledge gaps.
  • Implement Digital Training at the Customer Support Centre (self-learning & e-learning of tools and processes)
  • Collaborate with relevant stakeholders, both within and outside the CSC (the stores, other CSCs across the world, …), to identify gaps in the learning offer.
  • Lead the planning, coordination, implementation and (when needed) facilitation of learning and development activities.
  • Support and coach other trainers to ensure that all trainings are facilitated on a qualitative high level.
  • Secure a follow-up process of initiated learning activities / tertial develop meetings, analyse, and work actively with participants afterwards.
  • Support team leaders in their performance coaching responsibility through e.g., calibration of results, on-boarding programmes, and up-to-date learning material.
  • Secure the IKEA Culture and Values is strong and living and supported through the competence agenda.

This role is located in Zaventem.

TOGETHER AS A TEAM

IKEA is all about people, and our team make sure to bring the best people on board to keep our strong spirit of togetherness. We believe that different experiences and backgrounds collectively make us wiser and stronger, and we ensure that our co-workers bloom into their best selves as they contribute to our business.
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Deadline: 31-12-2025

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