Operations Manager

Job Description

Lead Operations, Create Great Customer Experiences and Shape the Future of IKEA in East Malaysia.

At IKEA, our vision is to create a better everyday life for the many people. As we prepare to expand our presence in East Malaysia, we are looking for an experienced and passionate Operations Manager to join the IKEA Kuching leadership team. Reporting to the Store Manager, the Operations Manager will lead three critical business functions: Fulfilment, Customer Experience, and IKEA Food, ensuring operational excellence, and an outstanding customer experience across every touchpoint.

You are a hands-on, customer focused, and down-to-earth leader. You are knowledgeable about all aspects of the IKEA retail system, and you have passion to develop new ways of operating an IKEA store. This is a unique opportunity to help build IKEA’s presence in East Malaysia and bring IKEA brand and experience closer to the many people.

Your Assignment

As a member of the Store Management Team, you will:

• 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.

Qualifications

Your profile

To Be Successful in This Role, you have:

• Minimum 5 years of IKEA experience with proven leadership capabilities. Experience in Fulfilment, Customer Experience, IKEA Food or Retail Operations is highly preferred.
• Strong understanding of IKEA Culture, Values and Commercial priorities is essential.
• Proven leadership experience managing large and diverse teams in current IKEA Stores
• Strong business acumen with a track record of delivering operational and commercial results.
• Experience leading customer-facing operations and driving customer satisfaction.
• Excellent communication, stakeholder management, and problem-solving skills.
• A passion for creating better experiences for customers and co-workers alike.
• You have deep knowledge of all relevant IKEA Way Manuals relating to the Operations functions. The IKEA Way Manuals

Additional Information

Why IKEA Kuching?

This role offers a rare opportunity to:

•  Be part of a new store opening journey.
•  Broaden your leadership exposure across multiple functions.
• Develop future leaders and build a high-performing team.
•  Contribute to shaping IKEA's future in East Malaysia.

Why Join Us?

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.