Fulfillment & Experience Manager

Ikano-Retail; Johor; Sur place; MYR 120 000 - 160 000; Plein temps

Résumé du poste

Ikano-Retail is seeking a senior leader to drive excellence in store operations, customer experience, and omnichannel efficiency in Malaysia. You will lead a diverse team, develop a living succession plan, and align resources with strategic store goals to ensure a best-in-class shopping experience for customers.

You will be responsible for creating cost-efficient operations, managing partnerships, and upholding health, safety and security standards in line with global guidelines.

Qualifications

• Lead and manage high performing teams with a focus on developing talent for future leadership.
• Understand and apply store budgets, cost control and KPIs to drive results.
• Integrate the store function priorities into the overall business plan.
• Plan capacity and resources to meet customer demand at lowest total cost.
• Collaborate with logistics, customer relations and compliance functions to ensure smooth operations.
• Demonstrate knowledge of IKEA values, vision and conduct principles.

Responsabilités

• Lead your team and work with service office functions to secure high availability at the lowest cost.
• Ensure a customer-centric culture in an omnichannel environment and optimize on-shelf availability.
• Recruit, develop and retain a diverse, competent team with clear succession plans.
• Develop and implement a long-term store capacity plan considering space, equipment and personnel.

Connaissances

Team leadership

Succession planning

Store operations

Budgeting

Customer experience

Description du poste

The IKEA vision is to create a better everyday life for the many people. We do this 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. We operate in Singapore, Malaysia and Thailand – and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.

We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.

We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.

Job Description

Job Description

Lead and inspire the team to reach best possible on shelf availability, efficient low-cost operations, a safe store environment, and a positive shopping experience for all visitors. Ensure an excellent customer shopping experience in an omnichannel environment, by understanding the customers motivations and expectations on their visit, creating an increased trust for the IKEA Brand, and use it for commercial opportunities. Support individual development by securing that a living succession plan in in place for all key positions in the function.

Your assignment

• 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 nonconformities to reoccur.
• Ensure a great shopping experience in the store, by analysing results from customer and coworker 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.

Qualifications

• 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.

Additional Information

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