Store Operations Leader — Customer Experience & Fulfillment

IKEA; Kuching; On-site; MYR 89,000 - 123,000; Full time

Job summary

IKEA Kuching is opening soon, and we're seeking an Operations Leader to join our pioneering team in East Malaysia. You will lead and develop Operations Associates across Customer Experience and Fulfilment, coordinating Goods Flow and Self-Checkout to ensure a smooth and efficient store operation.

Work closely with store functions to create a safe, simple customer journey, drive productivity and continuously improve how we work while upholding IKEA policies and safety standards.

Qualifications

• Passionate about 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.
• Capable of coordinating multiple operational activities in a fast-paced retail environment.
• Uses customer feedback to make timely decisions.
• Handles customer escalations professionally.
• Builds relationships across functions.
• Comfortable leading through change and improving ways of working.
• Demonstrates good judgement, ownership and safety commitment.

Responsibilities

• Lead, coach and develop Operations Associates to build a competent team.
• Coordinate daily operations across Goods Flow and Self-Checkout.
• Ensure the operation is ready for customers with good product availability.
• Plan and allocate people and resources according to flow and priorities.
• Coach co-workers on standards, service, safety and IKEA ways.
• Work with Commercial, IKEA Food and Business Navigation to optimise daily store operations and customer experience.
• Monitor operational performance and take action to improve results.
• Act as Duty Manager during assigned shifts and handle escalations.
• Ensure compliance with IKEA policies, SOPs, Health & Safety, Security and Risk Management.
• Look for opportunities to simplify processes and improve productivity.

Skills

People leadership

Customer-centric mindset

Operational mindset

Retail operations experience

Decision making under pressure

Change management

Relationship building

Job description

IKEA Kuching is opening soon, and we're seeking an Operations Leader to join our pioneering team in East Malaysia. You will lead and develop Operations Associates across Customer Experience and Fulfilment, coordinating Goods Flow and Self-Checkout to ensure a smooth and efficient store operation.

Work closely with store functions to create a safe, simple customer journey, drive productivity and continuously improve how we work while upholding IKEA policies and safety standards.