No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.
As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.
About Al-Futtaim IKEA
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.
You are a strong leader who can lead by example. You have the ability to bring out the best in co-workers and to motivate them. You have an eagerness and passion to want to help customers. You are emphatic and able to solve problems with customer centric solutions. You are capable of planning ahead for business eventualities and unforeseen circumstances.
What’s more, we believe that you have the following knowledge, capabilities and motivation:
Live and share the IKEA values every day
5-7 years Home Delivery management experience, retail preferred
Strong mediation and counselling skills
Strategic, analytical and tactical abilities
Deep knowledge of local laws and regulations concerning the labour market
Ability to acquire and analyse local market demographics as well as economic and labour market conditions
About the role
You will manage and control the Home Delivery Department which comprises of Merchandise Pick Up, Home Delivery Desk, Back Office and Loading Bay. Your primary function is to effectively organise and manage human, technical and commercial resources in order ensure achievement of customer satisfaction and company objectives with a strong customer orientation and a service orientated approach.
Key Specific Accountabilities:
Provide a positive Home Delivery Service to all customers
Develop and monitor the customer complaints system and various logs in regard to home delivery to ultimately improve overall service
Raise the company’s visibility of competitors through periodical monitoring of the local market
Management of the Home Delivery Area in order to maximise storage space and efficiencies in delivery times for customers
Maintenance of essential equipment ensuring available and in good working order
Direct the activities of the Customer Service Assistants to achieve level deliverables that should ultimately lead to efficient and delivery and assembly service
Optimise job allocation thus minimizing lead times and interacting with other departments to secure smooth operations
Maintain quality service of external suppliers which should also include periodic home visits to verify satisfaction
Develop and maintain policies and procedures that secure a safe environment for co-workers and customers, across the loading bay and desk areas, including fire safety
Safeguarding Home Delivery assets and curtailing losses as a result of direct theft or administrative irregularities
Review and monitor daily and monthly KPIs and analyse reports on various measurable factors against benchmarked figures (i.e. manpower productivity, etc). Working with the team to create meaningful actions to achieve agreed goals
Duty Management – in conjunction with the rest of the Store Management team support the Duty management rota ensuring that there is adequate support and cover for co-workers and customer alike
Provide support for the CRM function
Work alongside B2B in order to manage Delivery expectations.
Drive productivity goals in order to reduce feed time
People Management and Development
Manpower planning. Prepare plans, set productivities and supervise the maintenance team to ensure highest levels of work efficiency within the budgeted productivities, motivation and control all the budgeted cost
Conduct Performance development reviews and develop/create action plans based on the outcomes for the HSM team
Recruit and retain great staff by ensuring their competence and effective training to promote best working practices
A few more things for you
Interest? Then please join us for a rewarding career journey!
We are 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.