Fulfilment & Experience Manager

Logistics, Sales & Operations · Supply Chain & Transport · Logistics Management · Sales Management

In short

As the Fulfilment & Experience Manager, you will lead your team to ensure high product availability at the lowest cost while fostering a customer-centric culture. You will develop talent, plan resources, and optimize operational processes to create a seamless and positive shopping experience for customers.

Responsibilities

Lead your team and collaborate with service office functions to ensure high availability and low cost.
Create a customer-centric culture to make shopping easy and convenient.
Develop business competence among managers and leaders, integrating global and country strategies.
Actively participate in the store management process to create business and function action plans.
Identify, recruit, and develop talent within your function to secure a diverse and competent team.
Plan resources and investments for operational excellence according to customer expectations.
Develop, align, and implement a long-term store capacity plan considering space, equipment, and people.
Identify and remove hindrances for customers to ensure an easy buying and positive shopping experience, including payment and after-sales fulfilment.
Establish and maintain service agreements with internal and external partners.
Monitor function and store performance, taking action to mitigate deviations based on customer insights.
Ensure a great shopping experience by analyzing customer and co-worker satisfaction surveys, Brand Capital, and Main Topic reviews.
Position IKEA as a responsible partner committed to reducing environmental impact.
Ensure compliance with global and national legislation, and internal IKEA regulations for health, safety, and security.

Requirements

Understanding of how to lead and manage to build high-performing teams and secure succession.
Understanding of budget, cost, and key performance measurements for planning and steering the business.
Understanding of the business plan process and how to integrate function priorities.
Understanding of capacity planning, analysis of future needs, and formulating actions to meet them at the lowest total cost.
Understanding of how other store functions contribute to a successful buying and shopping experience, and logistics operations.
Knowledge of Logistics and Customer Relations to contribute to the commercial team and enhance store commerciality.
Understanding of the IKEA Code of Conduct, third-party contracts, regulations, and legislation related to health, safety, and security.
Knowledge of the IKEA Concept, vision, business idea, culture, and values.
Knowledge of IKEA Main Topic Review processes related to the function and ability to act on learnings.
Ability to lead based on performance and delivery through team/stakeholder engagement.
Ability to build trust, negotiate, and communicate clearly and targeted with diverse people.
Ability to manage a high-volume and agile retail environment and find customer solutions.
Ability to deliver results with speed, simplicity, and flexibility, even in unpredictable situations.
Ability to follow up and optimize operational performance and meet customer expectations while considering tactical plans.
Ability to develop others (support, coach, and train) and secure own development.

#Leadership#Management#Fulfilment#Experience#Retail#Customer Service#Logistics#Operations

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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