Fulfilment Unit Operations Leader

Who you are
Do you want to be part of fulfilling customers' dreams? Come and join Customer Fulfilment (CFF).
CFF plays a fundamental role in making IKEA Omnichannel retailing a reality. To support IKEA in achieving business objectives, CFF acts as a customer-centric, fully integrated, process-oriented organisation with an end-to-end approach. Enabling us to develop our business and deliver results across functions together with our partners. We are focusing on providing a seamless shopping experience with great quality at all touchpoints for the many people.
You have the will to drive continuous improvement in the way we operate our units across Ingka! You have a desire to understand the IKEA business and customer needs and influence improvements of the business with focus on customer satisfaction in an Omnichannel playing field. You are passionate about leading business through people and have a strong belief in the potential of every individual. As a person, you enjoy applying a strategic, tactical and operational approach to seeking business opportunities from a customer perspective. Finally, you feel inspired by the IKEA vision, values and culture.
To be successful in this role you bring several years of experience in working with fulfilment unit operations end to end (store or central), proven experience in meeting and interacting with various business partners and working experience on a tactical and operational level. Through your leadership skills, 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.
You have knowledge in the following areas:
• excellent knowledge of Omnichannel Network related IKEA processes, supply chain, warehousing operations and service business leading to excellence in customer fulfilment
• excellent understanding of key performance measurements used to plan, follow up and steer the business with a customer-centric approach and understanding of the financial impact on the total network
• excellent understanding of the customer and co-worker needs, demands and expectations in the markets
• 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
• good knowledge of and interest in existing and new technologies and equipment within the area of customer fulfilment (eg automation, ergonomics)
• knowledge of different leadership styles and needs as well as an appropriate use for different situations
• excellent knowledge of how to identify and involve relevant stakeholders in a project, process or question to make things happen
• knowledge of relevant IT solution landscapes associated with Customer Fulfilment
• good understanding of customer trends and could connect fulfilment solutions with customer wishes as they evolve
You have a collaborative mindset building relationships across the organization and having influence and personal impact. You have the analytical capability to translate business and customer needs into development initiatives and the ability to act within the global framework to achieve goals. Finally, you identify opportunities and needs and drive change within the organization acting in multi-cultural, interdependent and matrix environments.
A day in your life with us
As Fulfilment Unit Operations Leader, together with the Group Fulfilment Unit Operations team, you will 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.
In the role of FF Unit Operations Leader, you will be responsible for:
• high performing operations and an efficient omnichannel network connected to all fulfilment and replenishment operations across Ingka operated units
• monitoring availability and logistics costs affecting the retail result and to initiate 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
This is a permanent role and is located in Malmö.
About this work area
Group Fulfilment Unit Operations, on behalf of Group Customer Fulfilment, we are accountable to lead and enable the continuous improvement of business, development of people and excellence in Fulfilment and Replenishment Unit Operations, with co-workers and customers in focus, across Ingka Group and countries.