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Shopping Experience Group Leader | IKEA | Sharjah, UAE

Sharjah, Ash Shāriqah Customer Relations Full Time

Job description

Company description

About Al-Futtaim Private Company LLC

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.

Job description

About You

 You have an eagernesss and passion to want to help customers. You are emphatic and able to solve problems with customer centric solutions. You want to create a better life for many individuals at their homes.

What's more, we believe that you have the following knowledge, capabilities and motivation:

  • Live and share the IKEA values every day
  • 3 to 5 years customer service supervisory or managerial experience in Retail or Hospitality industries, IKEA experience preferred        
  • Experience of working in a fast-paced and commercial environment.

  • Experience of managing and developing a team, preferably in retail environment.

  • Excellent communication skills

  • Computer Literate

  • Customer Focussed

About the Role

You assist the Shopping Experience Manager in controlling and managing the execution of pre-determined tasks within the Customer Service Department. You monitor and control day to day job tasks and ensure service performance standards. You manage the daily reporting of problems areas and to highlight specifics to the SE Manager. You also ensure smooth inter-departmental interaction and effectively manage and motivate co workers towards achievement of work objectives

Key Specific Accountabilities

  • Monitor the level and quality of Customer Service given by the team at the Information Desk area at the Store’s Entrance, the Telephone Operators and Playroom area.
  • Support the Customer Services Manager to increase customer service levels by obtaining customer feedback and suggestions, collecting all the feedback from customers from different points in the store and collating report s to present to the store management team.


  • Organize and ensure the safe, clean, friendly and courteous operation of the Children’s Playroom and Ball room areas.
  • Ensure the shopping tools are filled across the store to ease the customer shopping in IKEA.
  • Ensure there is a greeter at the entrance to handle yellow bags to all the customers.

People Management and Development

  • Motivate and support the team to achieve their objectives by ensuring they understand the company business plan and objectives. 
  • Be Train the Trainer for the department and ensure all the co-workers in the department are trained in Product Knowledge, customer service training, Concept training, H&S trainings
  • Provide the SE manager with feedback and their recommendations during the probationary period reviews and annually reviews for the staff in the customer service department.


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.

Apply now