Jobb-id: 166066

Datum inlagd: 23/12/2024

Job Requisition ID: 166066 

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A”rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. 

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview of the role

Ensure a seamless customer journey by offering an inspiring and rewarding customer experience with great quality for last mile services journey. This includes in particular:

• Oversee the operation and workforce of the centralized routing department to improve overall performance of last mile delivery of services for both stores and online orders.
• To build an active coordination between the central routing team, customer support center and store team customer relations department, i.e. last mile service for efficient ways of working and to ensure agreed internal service processes are at all times maintained.
• Evaluating and monitoring service providers performance, ensuring that contract terms are followed, managing contract changes, negotiation technics etc.; building and retaining a long-lasting relationship with new and existing Service providers.

What you will do

• Ensure that goals, strategy and projects are implemented as per timeline with the corresponding ways of working
• Developing standard operating procedures (SOPs) where necessary. Ensure all system procedures are adhered to as per policy / procedure.
• Ensure the last mile service team are trained to carry out IKEA services with high quality standard; providing training and workshop with close coordination with the service providers management
• Monitor last mile team performance and highlight any deviation to the service providers for action on service improvement
• Ensure all contracts or SLAs are up to date
• Compile KPI’s and discuss benchmarks with store teams to ensure the efficiency of process and make action plan for the concerned areas
• Excellent understanding of the customer needs, demands and expectations on the market
• Involved in development of the team and secure their training to ensure all co-workers understand the IKEA Concept and other key guidelines, and how they have an impact on their specific roles.
• Empower, support and coach co-workers on the job to help them perform better and grow.
• Work actively to create an environment where the IKEA culture is a strong and living reality, and diversity is valued, to ensure the IKEA store is regarded as a great place to work.
• Ensure IKEA has simple and straightforward internal communication and information flow, and secure that key information is understood by all IKEA Logistics co-workers

Required skills to be successful

• Excellent communication and negotiation, and interpersonal skills
• Excellent understanding of the customer needs, demands and expectations on the market
• Proven leadership abilities and lead by example
• Ability to understand and communicate financial impact, applying financial knowledge to achieve organizational goals and objectives

What equips you for the role

• 2-4 years’ working experience in a management position (preferably in distribution, retail, logistics or similar)
• Retail/home furnishing/supply chain/customer service experience and interest
• Strategic, analytical and tactical abilities
• Deep knowledge of local laws, and regulations concerning the market
• Knowledge of other IKEA organizations and how they work, including matrix partners and networks.

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.