Omnichannel Fulfillment & Guest Experience Lead

Ikano-Retail; Johor; On-site; MYR 120,000 - 160,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Team leadership

Succession planning

Store operations

Budgeting

Customer experience

Job description

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.