Customer Experience & Fulfillment Leader

Ikano-Retail; Simpang Ampat; On-site; MYR 120,000 - 180,000; Full time

Job summary

IKEA Malaysia is seeking a store leadership role focused on delivering excellent customer experiences and operational excellence. You will lead a team, align with service office functions, and drive strategies across the store to secure high availability and low cost while maintaining safety and compliance.

You will recruit and develop talent, plan resources, and partner with external service providers to guarantee a seamless shopping journey from entry to after-sales.

Qualifications

• Lead and develop high performing teams with succession planning.
• Understand budget, cost and KPI targets to steer the business.
• Integrate store priorities into the business plan.
• Analyse capacity needs and balance space, equipment and people.

Responsibilities

• Lead your team and partner with service office functions to maximize store availability at lowest cost.
• Translate global and country strategies into actionable store plans and management.
• Identify, recruit, and develop talents for future leadership.
• Plan resources and investments to achieve operational excellence and a long-term store capacity plan.
• Eliminate customer hindrances to ensure easy buying, smooth payment and after-sales fulfilment.
• Establish service partner agreements to maintain efficient standards and safety in handling.
• Monitor performance and take corrective actions based on customer insights and feedback.
• Ensure a great shopping experience by analyzing customer and co-worker surveys and brand metrics.
• Position IKEA as a responsible partner with an easy buying experience and compliant operations.

Skills

Team leadership

Budget awareness

Capacity planning

Store operations

Customer experience

Negotiation

Communication

Performance management

Job description

IKEA Malaysia is seeking a store leadership role focused on delivering excellent customer experiences and operational excellence. You will lead a team, align with service office functions, and drive strategies across the store to secure high availability and low cost while maintaining safety and compliance.

You will recruit and develop talent, plan resources, and partner with external service providers to guarantee a seamless shopping journey from entry to after-sales.