Fulfillment and Experience Leader

Job Description

About the job

As an Operations Leader, you will lead, coach and develop Operations Associates across Customer Experience and Fulfilment. You will coordinate daily operations across areas such as Goods Flow and Self-Checkout, making sure we have the right people and resources in place to meet customer flow and business needs.

Working closely with other store functions, you will help create a safe, simple and seamless customer journey while continuously looking for ways to improve productivity and operational performance.

Your Assignment

• 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.

Qualifications

Who are you?

We are looking for someone who:

• Is passionate about the IKEA vision, values and culture.
• Enjoys leading, coaching and developing people.
• Has a strong customer and operational mindset.
• Has good understanding or experience in Customer Experience, Fulfilment, Goods Flow or retail operations.
• Can coordinate different operational activities in a fast-paced retail environment.
• Is comfortable using operational performance and customer feedback to make timely decisions.
• Can confidently and professionally handle customer escalations.
• Builds strong relationships and enjoys working across different functions.
• Is comfortable leading through change and continuously improving ways of working.
• Demonstrates good judgement, ownership and a strong commitment to safety.

Knowledge or experience in the following will be an advantage:

• IKEA Retail Concept and the customer journey.
• Customer Experience and Fulfilment operations.
• Click & Collect and Self-Checkout.
• Operational planning and resource allocation.
• Health, Safety, Security and Risk Management.
• Operational KPIs and continuous improvement.
• Omnichannel retail operations.
• People development, coaching and performance management.

Additional Information

Why Join Us?

Join an internationally recognised, values-led retail organisation as we expand into Sarawak. This is a unique opportunity to help build a new team, shape the employee experience and contribute to the success of a growing retail business from the very beginning.

You'll enjoy working in a collaborative, inclusive and people-focused environment where learning, development and continuous improvement are part of everyday life.

If you're looking for an opportunity to make a meaningful impact while growing your HR career, we'd love to hear from you.