Shopping Experience - Team Leader

AlFuttaim; Dubai; On-site; AED 78,120 - 122,760; Full time

Job summary

AlFuttaim is hiring a Shopping Experience Team Leader for their Dubai location. This pivotal role focuses on enhancing the in-store shopping journey while leading a customer-centric retail team. The ideal candidate will have 3-4 years of retail experience, particularly in team leadership, and a commitment to exceptional service quality.

Join AlFuttaim for an opportunity to develop supervisory skills within a structured international retail environment and contribute to a positive customer experience.

Qualifications

• 3-4 years of experience in retail operations or similar customer-facing environment.
• Previous experience in a team leadership, supervisory, or coaching role is preferred.
• Strong customer service mindset.

Responsibilities

• Ensure customer guidance is clearly in place for customer flow.
• Monitor waiting times and ensure queue management policies are followed.
• Support co-workers in customer complaints not resolved at first contact.

Skills

Retail customer service

Shopping experience management

Team leadership

Customer complaint resolution

English communication

Problem-solving

Education

High school diploma or equivalent

Job description

Position Overview

Shopping Experience Team Leader Job Snapshot: Role: Shopping Experience Team LeaderLocation: Dubai, United Arab EmiratesIndustry: RetailFunction: Customer ServiceExperience: 3‑4years retail experience, preferably in team leadershipJob Type: Full‑timeCountry: United Arab EmiratesCity: DubaiIndustry: RetailFunction: Customer ServiceSalary: 7000‑11000monthly (Market estimated)Gender: AnyCandidate Nationality: AnyJob Type: Full‑time. Position Overview Shopping Experience Team Leader in Dubai, United Arab Emirates is a customer‑focused Retail leadership role responsible for improving the in‑store shopping journey, supporting sales growth, maintaining service standards, and guiding a team of co‑workers to deliver a smooth IKEA customer experience. This role is ideal for an experienced retail professional with strong communication skills, team coaching ability, customer service focus, and practical understanding of store operations, cashiering support, queue management, and customer flow.

Role Context

Shopping Experience Team Leader will support daily retail operations by ensuring customers move easily through the store, receive clear guidance, and experience efficient service at key touchpoints. The role involves leading co‑workers, maintaining IKEA shopping methods, supporting the self‑serve concept, monitoring customer queues, resolving complaints, managing cash float procedures, and coordinating with Finance on daily reconciliation. The successful candidate will help strengthen customer satisfaction, sales support, team performance, and operational discipline within a busy retail environment in Dubai.

Key Responsibilities

• Ensure customer guidance is clearly in place to support easy customer flow across the store.
• Monitor customer waiting times and ensure queue management policies are followed according to benchmark standards.
• Support co‑workers when customer complaints cannot be resolved at the first point of contact.
• Handle customer issues positively, professionally, and quickly to protect satisfaction and service quality.
• Ensure co‑workers acknowledge customers and provide excellent customer service at all times.
• Motivate and inspire the department team using knowledge of the IKEA product range, services, local market, and customer needs.
• Coach team members on daily responsibilities, task lists, service standards, and expected performance.
• Support co‑worker training paths, probation follow‑ups, and skill development activities.
• Ensure team members understand sales targets, service goals, and employee business plan expectations.
• Confirm that co‑workers are properly trained and able to provide accurate product, service, and store information to customers.
• Complete daily tasks and monthly KPIs required by the group leader.
• Identify more effective ways of working to reduce costs and improve operational efficiency.
• Share department standard operating procedures with co‑workers and ensure consistent implementation.
• Receive, count, and sign off daily cash float from the Accounts Department.
• Organise cash and coins correctly according to denomination in the till.
• Prepare end‑of‑day reconciliation documents covering all transactions.
• Work with Finance to monitor discrepancies, investigate issues, and maintain accurate cash handling controls.
• Promote a positive team culture built on service, responsibility, collaboration, and continuous improvement.

Ideal Profile

• High school diploma or equivalent qualification is required.
• 3‑4years of experience in retail operations, customer service, store support, or a similar customer‑facing environment.
• Previous experience in a team leadership, supervisory, or coaching role is preferred.
• Strong customer service mindset with the ability to create a positive shopping experience.
• Excellent communication and interpersonal skills.
• Ability to lead, motivate, coach, and develop team members in a busy retail setting.
• Proactive approach to identifying and solving customer, operational, or process‑related issues.
• Good understanding of sales targets, service standards, queue management, and customer flow.
• Experience with cash float handling, till organisation, transaction reconciliation, or finance coordination is an advantage.
• Good command of English is required. Arabic language skills are preferred.
• Strong problem‑solving ability with a calm and professional approach to customer complaints.
• Ability to work effectively under pressure while maintaining accuracy, service quality, and team discipline.
• Positive attitude with commitment to respect, integrity, collaboration, and excellence.

Skills Set

• Retail customer service
• Shopping experience management
• Customer flow management
• Queue management
• Team leadership
• Staff coaching
• Customer complaint resolution
• Sales support
• IKEA shopping methods
• Self‑serve retail concept
• Product knowledge
• Store operations
• Cash float handling
• Till organisation
• Transaction reconciliation
• Finance coordination
• SOP implementation
• KPI tracking
• Service quality
• Customer satisfaction
• Communication skills
• Interpersonal skills
• Problem‑solving
• Team motivation
• English communication
• Arabic language advantage

Why Join Us

This opportunity is well suited for a Shopping Experience Team Leader who wants to grow within Dubai's retail sector while leading a customer‑focused store team. The role offers exposure to a structured international retail environment, practical leadership development, customer experience improvement, sales support, service operations, and daily team coaching. It provides a strong platform to build supervisory capability, improve retail service standards, and contribute to a positive shopping experience within a respected business group.

About the Company

Al‑Futtaim is a diversified regional business group headquartered in Dubai, United Arab Emirates, with operations across automotive, financial services, real estate, retail, and healthcare. The group partners with leading international brands and is known for customer focus, operational excellence, and long‑term career development. Through its retail operations, Al‑Futtaim provides professional opportunities for candidates who want to grow in customer service, store operations, sales support, and team leadership across the UAE.