Service Fulfilment Development Leader

WHO YOU ARE
We are looking for a Service Fulfilment Development Leader with strong ability to identify innovation and development needs and drive change through co-creation on both group and country level. You have an excellent collaborative mind-set with a great ability to build relationships within and outside the organization in multi-cultural and matrix environments. You are able to influence others and have a personal impact through communication and negotiation skills. Furthermore, you have a strong focus on achieving and exceeding goals and challenging the business for constant improvement and higher efficiency.
We believe that you have several years of experience of working with fulfilment of services with a proven ability to make a difference by positively influencing the business directly as well as through good collaboration. You are able to influence in a matrix organisation through strong interdependent leadership as well as analytical, organisational and change management skills. You are motivated by developing and improving ways of working and have successfully led projects or processes on country or global level, preferably within more than one country.
We believe that you further have:
• Excellent understanding of the customer and co-worker needs, demands and expectations in the countries
• Strong market and industry intelligence and the ability to apply market and industry knowledge to achieve organisational goals and objectives
• Good change management skills and leading in the unknown
• Excellent stakeholder management and experience of meeting and interacting with various business partners especially in matrix relationships
• Knowledge of the IKEA business model, the strategic landscape and IKEA ways of working
• Knowledge of IKEA processes, supply chain, warehousing operations and service business leading to an excellent customer fulfilment
• Strong financial competence and understanding of the financial impact on total network
YOUR RESPONSIBILITIES
Together with the Group Fulfilment Unit and Service Development team you will be part of strategically leading and developing the CFF Fulfilment Unit and Service Development agenda, in order to create a competitive advantage in the operation of fulfilment units and service fulfilment through logistics development and innovation. You will strive for high performance at the lowest cost and long-term profitability acting responsibly and thereby create great customer experience.
You will further be:
• Responsible for the development of tools, setting of processes and ways of working in place.
• Responsible for defining and implementing a framework and connected ways of working for creating business cases for Service Fulfilment Development projects.
• Responsible to be the main contact for Inter IKEA for the development of equipment and physical tools supporting fulfilment of services.
• Responsible for securing development and innovation of service fulfilment.
• Contribute to defining the Fulfilment Development Roadmap in tune with the evolving market benchmarks and latest development.
• Responsible for leading the Development Network #6 "Fulfilment of Services" in strong collaboration with the respective Inter IKEA counterparts and ensure alignment of markets with the global framework, including principles, guidelines, relevant benchmarking, KPIs, and follow-up tools.
• Responsible for keeping the total picture of Service Fulfilment Development together and synchronised and securing that the development process is not duplicated.
• Responsible for the follow up and evaluation of the ongoing development initiatives in Service Fulfilment.
• Responsible for the cooperation with key partners in the Group level especially the Group Fulfilment Operations function while representing Service Fulfilment Development.
• Responsible to provide support and guidance to the respective local market function.
This role is located in Malmö and will report to Fulfilment Unit & Service Development Manager.
OUR TEAM WITHIN IKEA
Customer Fulfilment (CFF) is a fundamental part in making IKEA multichannel retailing in 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 to develop our business and deliver results across functions together with our partners. We are focusing on providing seamless shopping experience with great quality in all touchpoints for the many people.


Fulfilment Development and Multichannel Network function will contribute to this objective by:


• enabling that the process “Make our Products and Services Available” and CFF operations contribute to IKEA becoming the world’s leading multichannel home furnishing retailer through both continuous improvement and transformational changes
• taking the lead design and develop an excellent, end-to-end multichannel network in strong collaboration with the markets through a matrix relationship.
• striving for high performance at the lowest cost and long-term profitability acting responsibly and thereby create great customer experience
QUESTIONS AND SUPPORT? LET'S CONNECT!
Please note that for this position we have a preferred candidate. For questions regarding the recruitment process please contact recruitment coordinator Sofie Skarlöv at sofie.skarlov1@ingka.com