Service Fulfilment Development Leader

WHO YOU ARE
We are looking for a Service Fulfilment Development Leader who has prior knowledge and interest in Customer Fulfilment (CFF) and Service Fulfilment. In this role you will work with Service Fulfilment Development, an area that has been identified as one of the biggest growth drivers, both for Ingka and Inter with a special focus on Circularity and Furniture as a Service. There is a lot of potential for innovation and development in this area. Furniture as a Service (FaaS) is a new business model at IKEA where we will offer the possibility for customers to access IKEA furniture without owning it. IKEA will encourage circularity by enabling furniture to have more lives and owners. You will focus on different parts of the concept where innovation and development is required and you will support the implementation of the foundation across markets.
To succeed in this role, we believe that you have a strong ability to identify innovation and development needs 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 mind-set. You have a strong passion for leading business through people and are inspired by the IKEA vision, values and culture in your daily work.
WORKING EXPERIENCE/SPECIFIC KNOWLEDGE/EDUCATION
You have several years of experience in working with fulfilment of services. 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 natural to you to want to develop and improve ways of working. You have strong analytical, organisational and change management skills and are fluent in English, both verbal and in writing. Previous experience within Business development is an advantage.
You have knowledge in the following:
· The IKEA processes, supply chain and service business leading to an excellent customer fulfilment
· The needs, demands and expectations of the customer as well as the co-worker
· Understanding of key performance measurement used to plan, follow up and steer the business with a customer-centric approach
· Stakeholder management
· Strong market and industry intelligence, specifically around circularity
· Change management and leading in the unknown/exploring
· Relevant IT solution landscapes associated with Customer Fulfilment


YOUR RESPONSIBILITES
Together with the Group Fulfilment Unit and Service Development team, you will lead and develop the Fulfilment unit and Service Development agenda in totality with a special focus on Service Fulfilment Development and Furniture as a Service.
You will create logistical solutions with a customer-centric and collaborative approach.
More in detail you will be responsible for:
· Defining and securing improvements to our current Service Fulfilment capabilities and specifically the new Furniture as a Service business model
· Development of new tools, processes and ways of working to secure a sustainable offer for Service Fulfilment for IKEA for Business and FaaS
· Securing development and innovation of Service Fulfilment in tune with the evolving market benchmarks and latest development
· Defining and creating business cases for Service Fulfilment Development projects
· The follow up and evaluation of the ongoing development initiatives in Service Fulfilment
· The cooperation with key partners in the Group level especially the Group Fulfilment Operations, Market Support, Sustainability and Digital functions while representing Service Fulfilment Development
· Providing support and guidance to the respective local market function
This role is based in Malmö and you will report to the Fulfilment Unit and Service Development Manager.


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. Enabling us to develop our business and deliver results across functions together with our partners.
As many things in the business model of FaaS are still new to us, and there are a lot of different markets within different regions, it will be important that you are open minded and feel comfortable finding answers to questions that are not known yet. You need to be able to find creative solutions to some of the challenges that we will face in making this new business model a success and have confidence in the fact that you will pave the way for many more innovations and developments to come.


QUESTIONS AND SUPPORT? LET’S CONNECT!
Please send your application to Caroline Årzén, caroline.arzen@ingka.ikea.com. We look forward to receiving your application as soon as possible. We kindly like to ask you to expect some delays in response to your application, due to the Christmas and New Year Holidays.
Warmly welcome with your application!