IKEA is the world’s largest home furnishing retailer with 460 stores across more than 60 countries. IKEA Malaysia is part of Ikano Retail, one of 12 IKEA franchisees and the only one owned by the family of Ingvar Kamprad, who founded IKEA in 1943.
IKEA Malaysia creates a better everyday life by offering a wide range of well-designed, functional home furnishing products at prices so low, that as many people as possible can afford them. Ikano Handel Sdn. Bhd. owns and operates four omnichannel stores in Malaysia, including IKEA Damansara, IKEA Cheras, IKEA Tebrau and IKEA Batu Kawan. To learn more, visit IKEA.my
Job description
I understand my local market, our consumers, specifically business customers and their business needs, and use this knowledge to improve our customers’ shopping experience.
I always look at our store through the eyes of my customers and spend part of my working time on the shop floor. I use this opportunity to talk to my customers and colleagues, giving input and encouraging feedback on how we can make shopping easy, convenient and successful for our business customers.
I use knowledge of my customers, my market and the competition, and work together with my colleagues, local marketing and matrix partner to secure an offer appropriate for our local market in all media.
I actively work at building long-lasting relationships with the local business community in order to increase their awareness of how the IKEA offer can meet their furnishing needs.
I ensure co-workers are available and actively offer assistance when customers need more help, advice and I optimise the impact of the IKEA BUSINESS point, by ensuring we maximize the effectiveness of our IKEA BUSINESS consultants.
I know about all the services offered in our store and use this knowledge to help my customers make informed choices, which results in a better shopping experience for them. I am responsible for the implementation and communication of services specifically aimed at supporting the shopping needs of business customers.
I have confidence and want to listen to my customers who have a complaint. I then use my knowledge of both the product and how the IKEA organisation works to offer informed solutions that ensure customers leave the store with a positive impression.
I ensure my store is a safe and secure environment at all times for visitors and co-workers.
Knowing my local market potential and leading the commercial team, local marketing, store commercial activity leader and other stakeholders to plan and implement commercial activities that will attract and convert more business visitors to customers. I ensure we maximise the use of all external and internal media and activities to become the first choice for furnishing solutions in the local Business community.
Ensuring all co-workers in the store understand the specific needs of the IKEA BUSINESS customer and the IKEA offer provided for them, and I am familiar with what services we offer through IKEA BUSINESS.
Taking fast action on commercial opportunities; acting on customer feedback, as well as competition, supply and performance analysis.
Working with customer relations and operations on service execution supporting the business shopping experience, including supporting country IKEA BUSINESS leader in forecasting of sales volumes that will be driven through LCD and CCD.
Analysing the results of media and (store) activities aimed at business customers against my stated objectives. I do this to learn what has worked and what has not. I use this information to plan future activities and to share our learning with my matrix and colleagues.
Networking between stores to share good examples and successes, as well as participating in national projects to generate best practice examples.
Ensuring that all my actions are aligned with our objectives of becoming the leader in life at home and work and growing with sustained profitability.
Creating an action plan, working with the store commercial team and local marketing. This is based on the store business plan, national commercial calendar, agreed goals and key performance indicators (KPIs) for my store and BUSINESS KPIs.
Communicating the IKEA BUSINESS action plan to my store colleagues and matrix in a way that motivates them to take ownership for their part in achieving the overall goals.
Ensuring the qualitative and efficient implementation in my store and securing that all functions take responsibility for delivering their part.
Following up on the action plan and communicating progress and results to my store colleagues and matrix partner.
I provide an inspiring and motivating direction for my colleagues and engage them fully in the IKEA BUSINESS objectives.
I ensure we have the right number of co-workers and planners in place at the right time to serve business customers successfully.
I take an active role in the store management team by sharing my knowledge and experience and encouraging others to do the same.
I create an environment of trust by encouraging open, constructive, honest, two-way feedback with my colleagues.
I actively support national projects.
I work with the store sales manager to identify my successor.
I am responsible for my own development and look to my manager and my matrix to support me in improving my competence.
Commercially driving sales to businesses through my short-term and long-term action plans.
Understanding the impact of my actions on the financial results of my store and know which results I have influence over.
Analysing my KPIs and working with the store to create meaningful actions to achieve our agreed goals.
Ensuring all commercial activities and sales initiatives grow our business and support the sustaining of long-term profitability.
Controlling costs through working in a lean, simple and cost-conscious way using best practice and encouraging my colleagues to discover more effective ways of working.
Qualification
Interest in people’s everyday life at home and work and home furnishing in general. Interest in the specific needs of business customers.
Experience of actively selling through understanding your customers and their needs.
Experience of setting and implementing action plans, as well as setting and following up on goals. Ability to set expectations, provide clear direction, and follow-up.
Ability to quickly develop in-depth knowledge of local market conditions and competitive environments. Experience of taking commercial decisions based on local market information.
Ability to engage a receiver and create passion for our goal. Ability to adjust the style of communication to get the message across to the receiver.
Considered decision-maker with good problem-solving experience.
Ability to prioritise and organise work in order to make the most efficient use of resources available.
Self-starting, self-reliant and motivated with a proven ability to work as part of a team as well as independently. Ability to manage a horizontal business in store.
Capability and interest in representing the IKEA organisation externally and being an ambassador for the IKEA Brand. Good presentation and negotiation skills.
Ability to read and understand written English and speak a good level of English.
Good analytical and numerical skills.
Computer literate.
More Information
Your application
We hire based on our values. Watch the video and answer the following question in your application:
Is there anything or process at your current workplace that you think could be done differently from cost saving prospective?
