Are you a leader in customer-centric operations with a talent for building strong partnerships and driving business results? Join us as our Fulfilment & Replenishment Unit ESP Manager!
About this work area
Customer Fulfilment is critical to IKEA's omnichannel vision, ensuring seamless, high-quality shopping experiences. We operate as an integrated, end-to-end function, collaborating with external partners to achieve business objectives and deliver results.
As our Fulfilment & Replenishment Unit ESP Manager, you will directly oversee customer-centric, high-performing operations at our Melbourne and Brisbane CDC sites. You'll lead, plan, and optimise operations, driving continuous cost improvements and fostering strong collaboration with the IKEA market and SO teams. Your key responsibilities include:
• Manage high-performing daily operations, ensuring SOP and Fulfilment concept compliance, digital readiness, KPI achievement, and effective contract negotiation. • Oversee the tendering process, uphold contractual service standards, and work with new business opportunities in the IKEA network. • Ensure strong communication and collaboration between IKEA and the External Service Provider (ESP), CEVA logistics, developing and executing strategic business plans with a customer focus. • Represent the unit in operational and omnichannel development decisions, championing entrepreneurial thinking and driving continuous improvement in quality, efficiency, and innovation. • Support ESPs in building an inspiring environment through long-term competence development and knowledge sharing.
You are a strategic leader with strong business acumen, adept at long-term planning, budgeting, and KPI management. Your advanced understanding of IKEA processes, supply chain, warehousing, and contract negotiation allows you to inspire performance and foster a positive culture. You excel at building influential relationships, using strong communication and negotiation to drive organizational change and partner rapport. Customer-centric and results-driven, you continuously seek improvements for efficiency and goal achievement.
Your Qualifications • University degree in Economics, Logistics or Supply Chain Management, or proven performance in logistics, commercial or supply chain management. • 4 to 6 years working experience in a management position, preferably in distribution, retail or logistics, with proven successful leadership delivering both business results and people development. • Retail, home furnishing, supply chain or customer service experience, with knowledge of labour laws and third-party relations including unions and external service providers. • Experience securing implementation of mid-term and long-term strategies and plans, successfully leading projects on country, market or national level, with proven ability to influence in a matrix organisation. • Good coaching, mentoring, conflict management and problem-solving skills, with fluency in English both written and verbal.
Contract type: Permanent, full time, 76hrs/fortnight Role location: This role can be based in Melbourne, Brisbane, or Sydney, with priority given to candidates who have the flexibility to work from the IKEA units within the Melbourne or Brisbane markets. If working in Melbourne, weekly travel will be required between the Melbourne ESP site (Truganina) and Melbourne IKEA stores (Springvale and Richmond). If working in Queensland, weekly travel will be required between the Queensland ESP site (Berrinba) and Queensland IKEA stores (Logan and Northlakes).
If you are successful for this role, you will be required to obtain a national police check.
