Service Execution Leader, IKEA Delft, 36 hours/week

What are you going to do?
You will develop, implement and continuously improve a successful service fulfilment strategy to better meet market demands and customer needs — in a fast, affordable and sustainable way within an omnichannel business model.

In this role you will:

• Lead and develop a customer service fulfilment framework and tools for services delivered across all customer touchpoints, securing an efficient and low-cost operation.
• Ensure that sustainability is designed, integrated and enabled in all preconditions to optimise last mile solutions that support IKEA in becoming more circular.
• Safeguard the IKEA brand by following up on requirements, agreements and principles in our customer service fulfilment approach.
• Co-create and implement a long-term service fulfilment strategy based on market needs in the Delft PMA.
• Collaborate with national partners to contribute to the rollout and execution of the country service fulfilment plan.
• Lead the strategic development of service fulfilment initiatives in alignment with the store business plan.
• Identify customer pain points through flow analysis and create solutions accordingly.
• Collaborate and follow up with service providers to drive future development.

Who you are
You’re a strategic thinker who loves making things happen — especially when it means creating a better experience for our customers. You’re curious about how services come together across the entire customer journey, from purchase to delivery and aftersales.
You thrive in a fast-changing environment, connect easily with people and know how to lead through collaboration. Sustainability is part of who you are, and you’re always looking for smarter, more sustainable ways to deliver our services to the many people.

You have:

• The capability to make complex tasks and processes understood and actionable.
• Well-developed strategic and analytical skills.
• The capability to navigate and lead in a complex, unknown and fast-changing environment.
• The capability to collaborate and work in processes, engaging different IKEA competences across the network.
• The capability to build a knowledge-sharing network to enable constant learning within Delft PMA.
• The capability to build and maintain trustful and sustainable relationships with stakeholders.
• A good understanding of developments that can impact IKEA, especially in the areas of retail, consumer behaviour and sustainability.

You also bring:

• A proven track record of interdependent leadership, leading business agendas across IKEA in a collaborative way and delivering results through others.
• Experience leading creative processes.
• Good knowledge and experience in omnichannel working methodologies.
• Strong understanding of the IKEA Concept, vision, culture, values and business model — and how we create unique business advantages.
• Strong verbal and written English communication skills.

What does IKEA Delft offer? 

• Monthly salary between 3823 and 5080 EUR gross (based on full-time employment), based on experience and background.
• Contract duration of 1 year with the prospect of a permanent position.
• 13th month and holiday allowance. 
• 27 vacation days (for full-time employment) and travel expense reimbursement.
• Pension scheme.
• 15% discount on your store purchases, so you can create the feeling of an IKEA showroom at home.
• Nutritious and healthy lunch and dinner options in our co-worker restaurant.
• Supplementary health insurance, which is added to your own basic and supplementary health insurance.

About IKEA
IKEA is the world leader in home furnishing and takes pride in its values and Swedish culture. At IKEA, we believe in the power of the many. Together, we’re better and stronger. Whoever we are, we create as one team, where everyone plays an equal part. It’s a place where every individual is welcome, supported to take on new challenges, learn and lead by example — so together we can bring out the best in what we do.

Discover career opportunities in an inspiring international environment where entrepreneurial people are empowered to do what they do best. At IKEA Delft, around 950 enthusiastic co-workers work together every day to inspire our customers and offer great home furnishing solutions.

Interested?
Apply now by submitting your motivation letter and CV via this website.

Do you have questions about the role? Please contact Nina at 06 – 50 15 75 94.

At IKEA, our customers are at the heart of everything we do. They visit us at different times — including evenings, weekends, holidays and school vacations. We therefore expect you to be available when our customers are, of course in good consultation.