Customer Order Management Support Leader

Why we will love you
You are a passionate, driven person who is committed to supporting INGKA’s transformation in the area of Fulfilment into an Omnichannel Retailer. You have a passion for supporting our many co-workers to equip them with the solutions to support their meeting the many customers. You have a high commitment to delivering solutions to countries to realize business goals through tangible results and have a strong customer-centricity. You are not only structured but also driven to lead and/or contribute to deployments of solutions and forge relationships to ensure the co-workers are supported both during and after solution delivery. You are energized by working both independently and interdependently across functions.
We are expanding the scope of Business Support, with a focus on supporting our co-workers on both running business solution topics and deployments of new functionality. As a result, we are looking for talented co-workers who have experience in one of the following areas to join our team:
1. Order Fulfilment – Customer Order Management or Service Fulfilment Operations
2. Central Fulfilment Operations or Store Fulfilment Operations
3. Strategic Sourcing
We are looking for Business Support Leaders who will take a leading role in the deployment and supporting countries to receive solutions, look for opportunities to continuously improve and collaborate with our co-workers to optimize business value. You will additionally act as primary contact to countries for running business solution challenges and support. You are accountable for collaboration with solution representatives in the countries. A strong partnership is needed with the Digital Unit organization as the majority of our deployment, continuous improvements and support services will be a joint venture with Digital. The same is valid for the cooperation with the Supply Chain organization at INTER as well as Market Support.
Skills that would benefit you in this role:
• Excellent knowledge of one of the above disciplines, which would form the basis of your focus area
• Excellent knowledge of the IKEA processes relevant to your focus area
• Excellent understanding of the relevant solutions of your focus area
• Very good knowledge of the connected systems and their relationship
• Excellent knowledge of the customer and co-worker needs, demands and expectations from the countries
• Good knowledge of how to identify and involve relevant stakeholders in a project, process or question to make things happen
• Good knowledge and inspired by the IKEA Concept, the IKEA Brand identity and the IKEA Culture & Values
• Good knowledge of project management approaches, tools and phases of a project lifecycle
• Good general understanding of IKEA organisation, Group Functions and their interdependencies
• Ability to work well under pressure with an end-to-end delivery focus, including managing multiple deliveries concurrently
• Business-minded with strong result orientation and ability to prioritise
• Ability to lead, communicate and work effectively in a global organization
• Active listener and communicating in an explicit and confident way
• Co-worker and customer mindset enabling an understanding of the needs and challenges within the receiving organisation
Are you eager and self-driven to develop constantly and do you demonstrate a willingness to develop skills and effective ways of working to benefit IKEA and personal growth? Are you motivated by improving the IKEA business and customer needs and influencing the improvement of the business with a focus on customer satisfaction?
If YES, then keep on reading!
A day in your life with us
A typical day is never a typical day. You will be engaged in a variety of activities from supporting deployments, managing continuous improvement requests, working with Business Owners and other decision-makers, and supporting running business, working closely with a variety of global and country stakeholders.
Some of the activities you could expect are:
• Support countries with running the business, acting as a business focal point to support solution needs, including opportunities for continuously improving delivered solutions
• Lead, follow up and ensure quality within the focus area
• Lead Solution Responsible network related to assigned area, ensuring effective performance and engagement, including onboarding and refresher training
• Lead and manage the priorities within the focus area in order to achieve efficient and effective delivery of business value to stakeholders
• Ensure effective stakeholder management including clear communication, ensuring a common view on the status of deliveries, and aligned expectations
• Improve internal ways of working to drive efficiency in delivery within the Business Support team
• Lead and/or contribute to securing quality deployments within the area of focus but also cross-function based on priorities, competence, and capacity
• Lead and support receiving organizations through the implementation journey
• Act as an escalation point for co-workers in the country to get support from other stakeholders on behalf of the country
• Support countries as primary contact for support of live solutions and running business solution topics
This role is permanent, based in Malmö or Amsterdam.
Together as a Team
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 omnichannel 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!
For questions about the recruitment process, don’t hesitate to reach out to the Recruiter Talita Moraes Olsen at talita.moraes.olsen@ingka.ikea.com.
A warm welcome to connect & apply!