Customer Fulfilment Unit Operations Leader

WHO YOU ARE
For this role we expect you to bring:
• Good knowledge of change management and leading in the unknown.
• Good knowledge of stakeholder management: how to identify and involve relevant stakeholders in a project, process, or question to make things happen.
• Good financial competence and understanding the financial impact on total network.
• Good understanding of cultural differences and importance of equality, diversity & Inclusion and the value diversity brings to strengthening our brand and ability to deliver.
• Excellent knowledge of key performance measurements, used to plan, follow-up and steer the business with a customer-centric approach
• Thorough knowledge of IKEA processes, supply chain, warehousing operations and service business leading to an excellent customer fulfilment
• Excellent understanding of the customer and co-worker needs, demands and expectations on the markets
• Extensive market intelligence and applies market knowledge to achieve organisational goals and objectives including market specifics in decisions making processes.


YOUR RESPONSABILITIES
In this role you will (be):
• Lead the work of setting the framework and drive continuous improvement of business and people in assigned area to enable excellence in the area of the business assignments owned by Fulfilment or Replenishment Unit Operations Team.
• Responsible to be the main point of contact, lead and provide support and guidance to the respective country function in the assigned countries. Securing an inspiring and motivating environment, supporting, and facilitating the country network enabling sharing of best practices and collaboration.
• Actively collaborate with key partners on Group level while representing Customer Fulfilment and Fulfilment or Replenishment Unit Operations in related forums and decision bodies.
• Proactively work towards improving the customer experience within area of influence, basing it on frequent review of customer centric KPIs and customer surveys, identifying and implementing needed actions.
• Responsible to create standard operating procedures and ways of working for assigned area, 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 operation.
• Participate in monitoring availability and logistics costs affecting the retail result and facilitate the identifying of opportunities and potentials as well as initiating resulting activities/actions/projects in close collaboration with Supply Chain operations and Supply Chain Development.
• Responsible for identifying actions to 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 Countries.
• Capture best practices, benchmarking & creating synergies, enabling common ways of working, monitoring relevant performance, alignment of processes and active communication.