Fulfilment Operations Manager

The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Singapore, Malaysia and Thailand – and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.

We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.

We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.

On country level, accountable for a high performing store fulfilment and recovery processes, with focus on availability, quality, excellence in operations and service execution, as well as striving for continuous improvements and development.

Accountable to lead, inspire, coach and follow up the store logistics and recovery teams, to secure goods availability and an efficient low-cost operations. Support business expansion by securing that a living succession plan is in place for key positions in store logistics as well as recovery. You are an active commercial team partner as well as a contributor in the country business plan process.

RESPONSIBILITIES OF THE JOB

• Support the stores with pre-requisites being in place for the execution of the receiving, storing, replenishment, and customer order fulfilment processes, as well as securing continuous improvement of the operations, with a focus on quality and efficiency to secure the lowest possible operational cost.

• Contribute to the best possible customer shopping experience by securing efficient fulfilment operations are carried out with a customer focus in mind. Key focus areas are availability, quality, stock accuracy, merchandising excellence, picking, packing and handover precision.

• Contribute to the overall profitability of the store by supporting each Store Cost Prevention Group in their work lowering costs, increasing customer satisfaction, quality perception and maximizing profits. Drive cooperation across functions to identify and implement actions on potentials for cost savings related to our products. Participate in the store goal setting for all transaction types.

• Support excellence in the store’s recovery and quality processes. Support a continuous improvement of the operations with a focus on quality, and efficiency to secure that recovery teams prioritise the back to stock process, maximizing the store’s profitability. 

• Secure that sustainability is integrated in all fulfilment processes (logistics and recovery) with a high level of awareness within the departments. In addition, be a strong contributor for sustainability, engaging the departments so they are clear on how they contribute and can deliver on the store goals. Through your everyday work, you contribute to a people and planet positive business, social connection and environmental impact.

• Accountable to lead, coach, and develop an inspiring and motivating work environment within the goods flow and recover matrix, supporting with necessary tools, methods and functional competence development needs.

• Accountable to secure a seamless cooperation with an effective communication flow to relevant stakeholders within the country as well towards internal business partners. In addition, be an active member in working groups together with supply chain partners.

• Support the Goods Flow Managers’ creation of an efficient plan of short-term (1 – 3 months) capacity usage in the stores in order to maximize the effectiveness of logistics operations. In addition, support their planning for future needs considering space utilization, equipment and people. Support the Logistics Managers with long term capacity planning.

• Contribute to ensuring that country goods flow and recovery teams work in compliance with the IKEA Code of Conduct, internal IKEA regulations and local legislation relating to health, safety, security and the environment.

• Responsible for capturing and sharing best practices, creating synergies, enabling common ways of working, monitoring relevant performance and by initiating/supporting corrective actions in case of deviations.

Motivation

• The IKEA Vision, IKEA Business Idea and IKEA HR Idea motivate me in my daily work

• I am interested in home furnishing, people's life at home, and the IKEA product range

• I have a passion for developing people and talent

• I have a passion for logistics and working in a fast paced, constantly changing retail environment

• I am driven to achieve goals through people

• I am able to contribute to improving our everyday work with ideas and improvements

• I enjoy working as part of my team and together we work towards common goals

• I am able to maintain a good work/life balance in my current role

Knowledge

• I know the pre-requisites for efficient receiving and replenishment and can coach the stores on this

• I understand on shelf availability (OSA) and can support the stores in achieving the goal

• I understand the store P&L and where customer fulfilment contributes to overall profitability

• I understand the recovery process and can coach the store to continuoulsy improve results

• I know and understand People and Planet Positive

• I know and understand the eight IKEA Key Values

• I understand how to influence positive development of logistics KPIs

• I can contribute to the store capacity planning and how space is utilized

• I know how to support and follow up compliance to the Safety in Goods Handling SOP

• I coach the stores to keep a mind-set that continually evaluates and looks for improved ways of working

Capabilities

• Ability to lead based on performing and delivering through team/stakeholder engagement.

• Ability to build trust and communicate in a clear and targeted way with different people in different situations.

• Ability to manage a high volume and agile retail environment, reaching the desired effect or results.

• Ability to deliver, making things happen with speed, simplicity and flexibility even in unpredictable situations. 

• Ability to follow up and optimize operational performance while considering tactical plans.

• Ability to develop (support, coach and train) others to grow and, at the same time, secure my own development