Shopping Experience Manager | IKEA | Cairo Festival City

Job Requisition ID: 166810 

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. 

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role: To oversee and manage customer service operations to provide pleasant shopping experience , in order to ensure the highest standard of Customer Service in the Check Out, Exchange and Refund Department ,Smaland and Information Desk.

What you will do:

• Work with the rest of customer relation team to ensure the different functions are appropriately staffed at all times of the day in order to make it easy and convenient for customers
• Ensure the timely  good movement return stock is as per standards
• Build a strong Collaboration with other departments to work on Customer Experience Map.
•    Ensure forecasting of work force, considering the waiting times of different areas of Store.
•    Work with the team to promote and encourage a customer-focused culture throughout to ensure we are first choice for home furnishings and destination for the whole family.
• Manage and monitor KPIs of the departments.
• Ensure the highest level of Customer Service at all times and maintain Resolution time for complains
• Check month on month the P&L, comparing the expenses against budgeted & SPLY figures and in conjunction analyze the variances. Moreover, formulate recommendations to the Store Manager, so s/he is able to initiate feasible cost control measures in relation to various store expenses.
• Secure that the store is providing professional service to customers in the Exchange & Returns. Track figures through weekly/monthly KPI reports to ensure control. 
• Develop, implement and control of SOP’s for Check-outs/Exchange and refund teams to protect the Company’s assets and to ensure that all in-store procedures are followed.

• Motivate Check-out/Exchange and refund teams in order to achieve optimum performance and high morale in the work place.
• Prepare plans, set productivities and supervise the HD 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 HD team
• Recruit and retain great staff by ensuring their competence and effective training to promote best working practices

What you will need:

• 7 years experience in a retail/customer service
• at least 2 years experience managing a team 
• strong communication skills
• customer focus

About Al-Futtaim Retail

Al-Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected Brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest Global partners of Marks and Spencer’s in both regions with over 75 stores offering both fashion & food options.
 
Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference…

About Al-Futtaim IKEA

GROWING TOGETHER...

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.