We’re looking for a passionate, customer-focused leader who thrives in a fast-paced retail environment and is committed to delivering a locally relevant and inspiring shopping experience. This role is responsible for driving commercial and operational excellence, ensuring high-quality customer experiences across all channels and managing the food supply chain in line with global and national standards.
Role Purpose
Maximize sales and profitability by delivering a seamless, rewarding end-to-end shopping experience. Lead customer service excellence, support commercial initiatives, and ensure IKEA Retail Food aligns with the commercial calendar and global standards. Develop food competence and maintain compliance with food safety standards.
Who You Are
•Minimum 3 years of leadership and people development experience. •Proven track record in customer satisfaction and food business operations. •Skilled in problem-solving, conflict management, and organizational development. •Strong understanding of IKEA’s business and multichannel retail environments. •Proficient in cost and budget management. •Experienced in talent recruitment and development. •Knowledgeable in change management and legal compliance. •Familiar with food business operations and safety standards. •Strong analytical and communication skills.
Your responsibilities
Key Responsibilities
•Champion a customer-first culture across the store, ensuring shopping is easy and enjoyable. •Use customer insights to influence business decisions and improve the buying journey. •Identify and remove barriers to a smooth shopping, payment, and after-sales experience. •Support commercial priorities before, during, and after the customer journey. •Establish service agreements with internal and external stakeholders to uphold operational standards and IKEA values. •Plan resources and investments to balance operational excellence with customer expectations. •Ensure compliance with internal policies, global standards, and local legislation. •Analyze customer and brand data to recommend improvements in service delivery. •Provide actionable insights to enhance the customer experience and solve problems. •Drive excellence in customer service, including HCS and Pulse CX metrics. •Oversee checkout operations and IKEA Food (Swedish Bite) to ensure convenience and satisfaction. •Implement food safety standards and promote Swedishness in food offerings. •Contribute to the IKEA Retail Food business and action plans. •Translate business plans into local action plans and ensure effective execution. •Lead, coach, and develop a high-performing team, fostering collaboration and growth. •Support talent development and succession planning within the unit. •Maintain strong service agreements across the market and with external partners. •Monitor departmental compliance with IKEA best practices and legal requirements.
Together as a team
Our goal is to drive sales growth and long-term profitability by creating outstanding shopping experiences and building lasting relationships with our customers. We work together to:
•Ensure a smooth buying process from home to home. •Understand and meet customer needs and expectations. •Keep customer focus at the heart of everything we do.
WE ARE AN EQUAL OPPORTUNITY EMPLOYER At IKEA we value diverse backgrounds, perspectives, and skills. We are committed to providing coworkers with a work environment free of discrimination and harassment. We encourage individualism and invite you to come join our team and be yourself with us! We are an Equal Employment Opportunity employer and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status,disability status, or any other applicable characteristic protected by law. All employment decisions are based on qualifications, merit and business need.
