Fulfillment And Experience Leader

Logistics, Sales & Operations · Supply Chain & Transport · Logistics Management · Warehouse Operations · Customer Success

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In short

As an Operations Leader at IKEA Kuching, you will lead and coach teams in Customer Experience and Fulfilment, coordinating daily operations for Goods Flow and Self-Checkout. Your role involves ensuring readiness for customers, optimizing productivity, and acting as Duty Manager during shifts to enhance the overall customer journey and operational performance.

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.

Requirements

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.

Desired Qualifications

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.

Benefits

Join an internationally recognised, values-led retail organisation as we expand into Sarawak.
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.
Enjoy working in a collaborative, inclusive and people-focused environment where learning, development and continuous improvement are part of everyday life.

#Operations#Fulfillment#Customer Experience#Logistics#Supply Chain#Retail

About IKEA

The IKEA vision is to create a better everyday life for the many people. Our business idea is to offer well-designed, functional and affordable, high-quality home furnishing, produced with care for people and the environment. The IKEA Brand unites more than 200.000 co-workers and hundreds of companies with different owners all over the world. It’s one brand, but it reaches millions of hearts and homes. Our value chain is unique. It includes everything from product development, design, supply, manufacture and sales – and of course it begins and ends with our customers. The IKEA retail business…

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