Operations Leader: Customer Experience & Fulfillment

IKEA; Kuching; On-site; MYR 90,000 - 180,000; Full time

Job summary

IKEA Kuching is seeking an Operations Leader to guide and develop Operations Associates across Customer Experience and Fulfilment. You will coordinate daily Goods Flow and Self-Checkout, ensuring staffing and resources meet customer flow and business needs.

Together with Commercial, IKEA Food and Business Navigation, you will enhance the customer journey, drive productivity and uphold safety, SOPs and risk management while handling customer escalations and leading through change.

Qualifications

• Passion for IKEA vision, values and culture.
• Enjoys leading, coaching and developing people.
• Strong customer and operational mindset.
• Experience in Customer Experience, Fulfilment, Goods Flow or retail operations.
• Ability to coordinate diverse operational activities in a fast-paced retail environment.
• Comfort using performance data and customer feedback to decide.
• Capable handling customer escalations professionally.
• Builds relationships across functions.
• Adaptable to change and continuous improvement.
• Strong judgement, ownership and safety commitment.

Responsibilities

• Lead, coach and develop Operations Associates to build a competent, engaged and multi-skilled team.
• Coordinate daily operations across Goods Flow and Self-Checkout.
• Ensure the operation is ready for our customers, with good product availability and efficient ways of working.
• Plan and allocate people and resources according to customer flow, operational priorities and business needs.
• Coach co-workers on operational standards, customer service, safety and IKEA ways of working.
• Work closely with Commercial, IKEA Food and Business Navigation to optimise daily store operations and the customer experience.
• Monitor operational performance and take action to improve results.
• Act as Duty Manager during assigned shifts, coordinating the wider store operation and handling operational issues and customer escalations.
• Ensure compliance with IKEA policies, SOPs, Health & Safety, Security and Risk Management requirements.
• Continuously look for opportunities to simplify ways of working, improve productivity and create a better customer experience.

Skills

Leadership

Coaching

Customer experience

Retail operations

Operational planning

People development

Job description

IKEA Kuching is seeking an Operations Leader to guide and develop Operations Associates across Customer Experience and Fulfilment. You will coordinate daily Goods Flow and Self-Checkout, ensuring staffing and resources meet customer flow and business needs.

Together with Commercial, IKEA Food and Business Navigation, you will enhance the customer journey, drive productivity and uphold safety, SOPs and risk management while handling customer escalations and leading through change.