Fulfilment & Experience Manager

IKEA; Bandar Lampung; On-site; IDR 180,000,000 - 280,000,000; Full time

Job summary

IKEA Malaysia is seeking a dynamic store leader to drive operational excellence and secure high product availability at the lowest cost. You will lead your team, align with service office functions, and foster a customer-centric culture that makes shopping easy and enjoyable.

In this role you will develop managers, recruit diverse talent, plan long-term capacity, and collaborate across functions to implement global and country strategies, while ensuring health, safety, and compliant operations.

Qualifications

• Leadership to build high performing teams and secure succession.
• Understand budget, cost and key performance measures used to plan and steer the business.
• Knowledge of the business plan process and how priorities are integrated into the plan.
• Capacity planning and ability to forecast future needs and actions to meet them at lowest total cost.
• Understanding how store functions contribute to a great buying and shopping experience.
• Knowledge of the IKEA Code of Conduct, contracts, and health, safety, and security regulations.
• Ability to lead based on performance and deliver through team and stakeholder engagement.
• Ability to build trust, negotiate and communicate clearly with diverse people in different situations.
• Ability to manage a high-volume agile retail environment and deliver customer solutions.
• Ability to execute with speed, simplicity and flexibility, even in unpredictable situations.

Responsibilities

• Lead your team and work closely with service office functions to secure high availability at the lowest cost with a customer-centric culture.
• Create business competence among managers by ensuring global and country strategies are known and used in your function; participate in store management.
• Identify, recruit, and develop talent; secure a diverse and competent team for future succession.
• Plan resources and investments to achieve operational excellence; develop a long-term store capacity plan considering space, equipment, and people.
• Identify and remove hindrances for customers to ensure an easy buying, positive shopping experience and smooth after-sales process.
• Establish and maintain service partner agreements to secure efficient operational standards, safety, and compliance with guidelines.
• Monitor performance toward goals and take action using customer insights to reduce non-conformities.
• Ensure a great shopping experience by analyzing customer and co-worker satisfaction surveys, brand capital, and key reviews.
• Position IKEA as a responsible partner by facilitating easy purchases and compliant operations; drive environmental responsibility.

Job description

Company description

IKEA is the world’s largest home furnishing retailer with 460 stores across more than 60 countries. IKEA Malaysia is part of Ikano Retail, one of 12 IKEA franchisees and the only one owned by the family of Ingvar Kamprad, who founded IKEA in 1943.

IKEA Malaysia creates a better everyday life by offering a wide range of well-designed, functional home furnishing products at prices so low, that as many people as possible can afford them. Ikano Handel Sdn. Bhd. owns and operates four omnichannel stores in Malaysia, including IKEA Damansara, IKEA Cheras, IKEA Tebrau and IKEA Batu Kawan. To learn more, visit IKEA.my

Job description

• Lead your team and work closely with the service office functions, to secure highest possible availability to the lowest possible cost, and to create a customer centric culture making it easy and convenient to shop for the customers.
• Create business competence among your managers and leaders, by ensure that all relevant global and Country strategies are known and used in your function. Actively participate in the store management process to create store business- and function action plan.
• Identify, recruit, and develop the many talents in your own function. Secure a diverse and competence team that can execute their assigned responsibilities with confidence, and by this secure future succession.
• Plan resources and investments required to achieve operational excellence according to customer expectations. Develop, align, and implement a long-term store capacity plan, taking space, equipment, and people into consideration.
• Identify and remove hindrances for our customers, to secure an easy buying experience, a positive shopping experience, and easy payment and after sales fulfilment.
• Establish and maintain internal and external service partners service agreements, to secure and protect efficient operational standards, safety in goods handling, and objectives mentioned in Global Supply Chain Operational Handbook with Local appendices.
• Monitor the function and stores performance towards agreed goals. When deviating use customer insights and a ‘first time right mindset’ to take relevant action to mitigate non-conformities to reoccur.
• Ensure a great shopping experience in the store, by analysing results from customer and co-worker satisfaction surveys, Brand capital, and Main topic reviews.
• Position IKEA as a responsible partner committed to reduce the environmental impact, by ensuring an easy buying experience, simple purchase payment and after-sales process is in place with a ‘first time right’ mindset.
• Secure the function is compliant to Global and national legislation as well as internal IKEA regulations related to health, safety, and security.

Qualification

• Understanding how to lead and manage to build high performing teams and secure succession for the future.
• Understand budget, cost and key performance measurements used to plan, follow up and steer the business.
• Understand the business plan process and how to integrate my function’s priorities into that plan.
• Understand capacity planning and can analyse future needs and formulate actions to meet these needs at the lowest total cost.
• Understand how other store functions contribute to a successful easy buying experience, customer shopping experience, and logistics operations.
• Know what Logistics and Customer Relations knowledge to contribute with the commercial team, to raise the overall commerciality of the store.
• Understand the IKEA Code of Conduct, third-party contracts, regulations, and legislation relating to health, safety, and security.
• Knowledge of the IKEA Concept description, including the IKEA vision and business idea, and IKEA culture and values.
• Knowledge of the IKEA Main Topic Review processes related to my function and can act based on the learning/results.
• Knowledge of IKEA values and vision.
• Ability to lead based on performance and delivery through team/stakeholder engagement.
• Ability to build trust, negotiate and communicate in a clear and targeted way with different people in different situations.
• Ability to manage a high volume and agile retail environment, and to find customer solutions, reaching the desired effect or results.
• Ability to deliver, making things happen with speed, simplicity, and flexibility even in unpredictable situations.
• Ability to follow up and optimize operational performance and meet customer expectations while considering tactical plans.
• Ability to develop (support, coach and train) others to grow and, at the same time, secure my own development.