Service Fulfilment Developer | Retail | IKEA RSO Jebel Ali

Job Requisition ID: 175769

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 Arab 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 organization 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:

• The Service Fulfilment Developer plays a critical role in enhancing the customer journey by overseeing last mile service operations. The role involves managing a centralized routing department, coordinating with various teams to maintain efficient operations, and ensuring high-quality customer experiences. The Developer will evaluate and manage service provider contracts, develop standardized procedures, and drive team training and cultural integration efforts. Success in this role is measured by operational performance, adherence to internal processes, and fostering a positive work environment aligned with IKEA's values.
What You Will Do:

Operations Management

• Oversee the operation and workforce of the centralized routing department to improve performance of last mile delivery of services for both stores and online orders.
• Build active coordination between the central routing team, customer support center, and store team customer relations department to ensure efficient ways of working.
• Ensure agreed internal service processes are maintained at all times.
• Develop standard operating procedures (SOPs) where necessary and ensure adherence to system procedures as per policy.
• Monitor last mile team performance and highlight deviations to service providers for service improvement actions.

Contract and Provider Management

• Evaluate and monitor service providers' performance, ensuring contract terms are followed.
• Manage contract changes and utilize negotiation techniques for building and retaining relationships with service providers.
• Ensure all contracts or SLAs are up to date.

Training and Development

• Ensure the last mile service team is trained to deliver IKEA services to high standards; provide training and workshops with service providers’ management.
• Involve in the development of the team and secure training to ensure all co-workers understand the IKEA Concept and its impact on their roles.
• Empower, support, and coach co-workers to help them perform better and grow.
• Create an environment where the IKEA culture is a strong and living reality, and diversity is valued.
• Ensure IKEA has simple and straightforward internal communication and that key information is understood by all logistics co-workers.

Required Skills To Be Successful:

• Excellent communication, negotiation, and interpersonal skills.
• Proven leadership abilities and leading by example.
• Ability to understand and communicate financial impact; applying financial knowledge to achieve organizational goals.
• Excellent understanding of customer needs, demands, and expectations in the market.
What Qualifies You For The Role:

• University degree in Economics, Logistics, Supply Chain Management.
• 2-4 years of experience in a management position, preferably in distribution, retail, logistics, or similar fields.
• Experience and interest in retail, home furnishing, supply chain, and customer service.
• Deep knowledge of local laws and regulations concerning the market.
• Strategic, analytical, and tactical abilities.
• Knowledge of IKEA organizations and their operations, including matrix partners and networks.
About Al-Futtaim Retail

Al-Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected Brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest Global partners of Marks and Spencer’s in both regions with over 75 stores offering both fashion & food options.

 

Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference…

About Al-Futtaim IKEA

GROWING TOGETHER...

We are a values-driven company with a passion for life at home. Our vision is to create a better everyday life for the many people.

Al-Futtaim IKEA holds the franchise rights for IKEA in Egypt, Oman, Qatar and the United Arab Emirates.