Fulfilment Operations Manager

We are looking for a leader who is eager to understand the needs, demands, and expectations of customers and colleagues in the market and to improve the company with a strong focus on customer satisfaction. You have a customer-centric approach and the ability to create impact and influence improvements within the organization. With your experience and knowledge in Supply Chain, operations, or managing teams, combined with strong communication and collaboration skills, you build effective relationships within the organization and engage relevant stakeholders to achieve results. You are inspired by developing the business through people and feel comfortable in multicultural, interdependent, and matrix environments. You can easily translate business and customer needs into development initiatives. Finally, you are naturally a true role model for the IKEA culture and values.

A day in your life with us

As a Fulfilment Manager, you are:

• Responsible for leading, coaching, developing, and inspiring a high-performing fulfilment team within the CMP. You do this in close collaboration with the CMP Commercial team and/or the Unit Management team, with attention to communication, flexibility, performance culture, competency development, succession planning, and creating a work environment that supports equality, diversity & inclusion, and well-being.
• Responsible for achieving high customer and employee satisfaction at the lowest possible cost within an omnichannel context, with a focus on good availability, sustainability, and order processing. You do this by actively working with, among others, Happy Customer Score, IKEA Brand Capital, iShare surveys, and review results.
• Ultimately responsible for excellence in fulfillment operations, with a focus on the retail base, service execution, quality, productivity improvement, and cost optimization, in line with the Country Customer Fulfilment Business Plan and the commercial direction.
• Ultimately responsible for creating a safe and healthy work environment and for compliance with relevant Standard Operating Procedures, by implementing new operational processes, technologies, and ways of working.
• Ultimately responsible for driving the Customer Fulfilment component of the unit's commercial and growth strategy.

Our team within IKEA

It may be hard to imagine, but IKEA started as a small mail-order company in Älmhult, a village in the Swedish countryside. Today, IKEA operates in 63 countries and offers a unique range of products.

Working at IKEA means working in a world full of ideas. A world described by our colleagues as a workplace where everyone is welcome and where you can be yourself. Where we make a difference together for many people and for the planet. It is also a workplace where you determine your own career steps and where there is plenty of room for practical creativity and ideas. You do all this in a great team, with colleagues who are always there for you and support you when needed.

Customer Fulfilment (CFF) is a core function within Retail Operations and an essential component for realizing IKEA's omnichannel retail strategy. We do this by developing and executing end-to-end replenishment and fulfillment, with a process-oriented organization and intensive collaboration with colleagues within Commercial, Service Office, and supply partners.

We deliver with a clear focus on people development and sustainable, cost-effective operations. In everything we do, the customer is central, with the goal of: 100% satisfied customers.

At IKEA, we believe it is important that you can be yourself. We believe you will recognize yourself in this role if you:

• Are driven to deliver customer value and achieve operational excellence within a dynamic supply chain environment.
• Are inspired by the IKEA vision, IKEA leadership, and IKEA culture & values.
• Have a passion for leading the business through people and strongly believe in the development potential of every individual.
• Get energized by applying a strategic, tactical, and operational approach to analyzing business opportunities from a customer and market perspective, and are challenged by complex situations.
• Willing to understand the IKEA business and customer needs and influence improvements with a focus on customer satisfaction.
• Possess analytical skills that allow you to understand budgets, costs, and KPIs, and are accustomed to planning, monitoring, and adjusting, with a proven track record of meeting agreed budgets and objectives.
• Are fluent in spoken and written English.
• Hold a higher professional or university degree (e.g., Economics, Logistics, Supply Chain Management) and have 3-5 years of work experience in a leadership role (preferably in distribution, retail, logistics, or similar).
• Are available to work on weekends, early mornings, and late evenings as well.

Join us in a world of ideas

Are you excited about the position and do you see yourself in this role? Fantastic! Upload your CV and cover letter and apply today. We look forward to your application!

Our employment conditions - IKEA