Operations Lead: Customer Experience & Fulfillment

IKEA; Kuching; On-site; MYR 180,000 - 240,000; Full time

Job summary

IKEA Kuching is opening East Malaysia and seeks an experienced Operations Manager to lead Fulfilment, Customer Experience and IKEA Food, reporting to the Store Manager. You will drive operational excellence and deliver outstanding customer experiences.

As a hands-on, customer-focused leader, you will develop high-performing teams, use insights to improve performance, and help shape IKEA’s future in East Malaysia across multiple functions.

Qualifications

• Minimum 5 years of IKEA experience with proven leadership capabilities.
• Experience in Fulfilment, Customer Experience, IKEA Food or Retail Operations.
• Strong understanding of IKEA Culture, Values and Commercial priorities.
• Proven leadership experience managing large and diverse teams in current IKEA Stores.
• Excellent communication, stakeholder management, and problem-solving skills.
• You have deep knowledge of all relevant IKEA Way Manuals relating to the Operations functions.

Responsibilities

• Lead and develop high-performing teams across Fulfilment, Customer Experience, and IKEA Food.
• Ensure a seamless and convenient customer journey before, during, and after every purchase.
• Drive operational excellence, productivity, profitability, and customer satisfaction.
• Secure efficient order fulfilment, product availability, and last-mile customer delivery experiences.
• Strengthen customer loyalty by delivering excellent service and continuously improving the customer experience.
• Grow IKEA Food as a vibrant commercial business while ensuring exceptional food quality, safety, and service standards.
• Use customer insights, operational data, and business analytics to drive continuous improvement and business performance.
• Develop future leaders and build a strong succession pipeline within the Operations organisation and across Commercial organisation.
• Contribute actively to the overall success and growth of IKEA Kuching and East Malaysia.

Skills

IKEA experience

Leadership

Stakeholder management

Operational excellence

Customer experience

Job description

IKEA Kuching is opening East Malaysia and seeks an experienced Operations Manager to lead Fulfilment, Customer Experience and IKEA Food, reporting to the Store Manager. You will drive operational excellence and deliver outstanding customer experiences.

As a hands-on, customer-focused leader, you will develop high-performing teams, use insights to improve performance, and help shape IKEA’s future in East Malaysia across multiple functions.