Operations Leader — Customer Experience & Fulfilment

Ikanoretail; Kuching; On-site; MYR 120,000 - 150,000; Full time

Job summary

IKEA in Sarawak 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 optimal staffing and resources to meet customer flow and business needs.

Collaborating with Commercial, IKEA Food and Business Navigation, you will enhance the customer journey, improve productivity, and drive operational excellence while maintaining safety and compliance across the store.

Qualifications

• Experience leading teams in fast-paced retail environments.
• Ability to coach and develop staff and manage performance.
• Strong understanding of customer experience, fulfilment, goods flow and store operations.

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 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

Retail operations

Customer service

Job description

IKEA in Sarawak 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 optimal staffing and resources to meet customer flow and business needs.

Collaborating with Commercial, IKEA Food and Business Navigation, you will enhance the customer journey, improve productivity, and drive operational excellence while maintaining safety and compliance across the store.