Customer Fulfilment Unit Operations Leader

Who you are
We are looking for a Fulfilment Operations Leader who has prior knowledge and interest in both store and central unit operations. In this role you will work with the Fulfilment Unit Operations team, an area that has been identified as one of the biggest growth drivers with a special focus on strengthening our retail foundation in the fulfilment units and by that securing the preconditions for growth.
To succeed in this role, we believe that you have a strong ability to identify opportunities for improvements and drive change through co-creation on both group and country level. You are passionate about achieving and exceeding goals in order to challenge the business for constant improvement and higher efficiency. We do also believe that you have an excellent collaborative and communication mindset. You have a strong passion for leading business through people and are inspired by the IKEA vision, values and culture in your daily work.
You have several years of experience in working with fulfilment unit operations end to end. Through leadership, you have the proven ability to make a difference by positively influencing the business directly as well as through collaboration. Meeting and interacting with various business partners, especially in matrix relationships, and knowledge of building long-lasting relationships through all levels is something you enjoy having as an integral part of your work. It comes naturally to you to improve ways of working and be the driver for change. You have deep knowledge of the IKEA supply chain, warehousing, fulfilment operations and service business leading to excellent customer fulfilment. You have strong analytical, organizational and change management skills and are fluent in English, both verbal and in writing.
You have knowledge in the following areas:
- IKEA business model, the strategic landscape and IKEA's ways of working.
- Good understanding of the IKEA Supply Chain.
- Excellent business understanding: understanding of key performance measurements used to plan, follow up and steer the business with a customer-centric approach.
- Excellent understanding of the customer and co-worker needs, demands and expectations in the markets.
- Strong market and industry intelligence: apply market and industry knowledge to achieve organizational goals and objectives; understand market specifics when making decisions.
- Good change management and leading in the unknown/exploring.
- Stakeholder management: excellent knowledge of how to identify and involve relevant stakeholders in a project, process or question to make things happen.
- Strong financial competence and understanding of the financial impact on the total network.
- Knowledge of relevant IT solution landscapes associated with Customer Fulfilment.
Your responsibilities
Together with the Group Fulfilment Unit Operations team establish and ensure operational excellence in the area of customer order fulfilment and replenishment, with a long-term focus based on the organization’s vision.
More in detail you will be responsible for:
- High-performing operations and an efficient distribution network connected to all fulfilment operations in all INGKA run fulfilment and replenishment operations.
- Monitoring availability and logistics costs affecting the retail result and initiating actions, when necessary, to reduce these costs.
- Responsible for enabling closing the gap in operational performance, lifting efficiency and quality.
- Responsible to contribute with both knowledge and resources to optimize operational and omnichannel development supporting the planned omnichannel/supply chain network to be in place in all markets.
- Responsible to create standard operating procedures and ways of working, including documentation and regular review as well as communication and training of relevant receivers, for planning, execution and follow up, to enable an efficient and well-functioning operations.
- Contribute to global and central supply chain development together with Inter IKEA counterparts.
- Responsible to provide support, guidance and sharing of best practices for all fulfilment operations in all IKEA units with the respective market function to secure an inspiring and motivating environment where people and talent are continuously developed including long-term competence building and succession planning, diversity and inclusion.
- Responsible for ensuring that the Customer Fulfilment Sustainability Agenda is included in all operational aspects of the business connected to the fulfilment unit.
This role is based in Malmö.
About this work area
We are focusing on providing a seamless shopping experience with great quality in all touchpoints for the many people. Customer Fulfilment (CFF) plays a fundamental part in making IKEA multichannel retailing a reality. To support IKEA in achieving business objectives, CFF acts as a customer-centric, fully integrated, process-oriented organization with an end-to-end approach.
Questions and support? Let's connect!
If you have questions regarding the recruitment process, please feel free to contact Talita Moraes Olsen (talita.moraes.olsen@ingka.ikea.com). We look forward to receiving your application as soon as possible, but no later than the 10th of October, 2022. Please note that we will be reviewing applications on a continuous basis.
We warmly welcome your application!