AF23464 - General Manager (Deputy Retail Manager) | IKEA - Service Office | Dubai

Department: IKEA
Country: United Arab Emirates
Location: Dubai | UAE
Closing Date: 02-Jun-2016

Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional business houses headquartered in Dubai, United Arab Emirates.

Al-Futtaim employs in excess of 44,000 people, operates through more than 200 companies and represents more than 225 international brands across industries as diverse as retail and wholesale trading, distribution, real estate development, leisure and hospitality, insurance and financial services. The group has significantly expanded its business operations in recent years through a strategic acquisition plan and has entered a number of new territories, increasing its footprint beyond the GCC and Greater Middle East to encompass Africa, South East and North Asia, Australasia, East Africa and Europe.

Entrepreneurship and rigorous customer focus has enabled Al-Futtaim to grow its business by responding to the changing needs of the customers and societies in which it operates. Al-Futtaim is committed to offering customers an unrivalled choice of the world’s best brands with exceptional standards of customer service and after sales support.

Structured into four operational divisions; automotive, financial services, real estate and retail, Al-Futtaim maintains a decentralised approach, giving individual businesses flexibility and versatility to maintain a competitive stance. This benefits employees, providing a clearly defined work culture where individuals are empowered with authority and responsibility for their work.

The success of Al-Futtaim is attributed to proactively managing change whilst upholding the values of integrity, service and social responsibility. The majority of businesses, built on a portfolio of world leading brands, dominate their sector.


The foundation of Al-Futtaim’s retail network was established in the early 1990s with the launch of the internationally renowned and popular IKEA, Marks & Spencer, Toys R Us and ACE franchises in the UAE.

Representing some of the world’s most popular international brands, Al-Futtaim’s retail network extends throughout the UAE, GCC and North Africa and has a significant presence in Singapore and Malaysia following the acquisition of The Robinson Group in 2008.

In 2012, Al-Futtaim acquired a shareholding in Royal Sporting House, which is active in distribution, direct retail stores and shop-in-shops. The Singapore-based fashion, sports and lifestyle retail giant has 600 stores and many additional points of sale are spread around the world with over 399 in South East Asia, over 74 in the Middle East and over 126 in the South Pacific region.

  • 837 stores in 18 countries
  • Occupies 5.6 million sq. ft. of retail space
  • 13,000 employees
  • Serves 30 million customers each year


IKEA is the world's largest home furnishings store, founded in Sweden over 60 years ago. Our operations around the world are constantly increasing with new stores and markets added to the success story.

At IKEA not only our furniture is down to earth, straightforward and inspiring, but so is our work ethics. Despite being the leading home furnishing retail franchisee across the world, we at IKEA still give you the room to grow! At IKEA "creating a better everyday life for the many" isn't only our vision, it's our way of life!

About the Job:

Responsible and accountable for:


  • Establish IKEA as the leading home furnishings company in the territory defined in the franchise agreement with Inter IKEA Systems B.V. through a very strong commercial focus
  • Secure that the IKEA Concept is implemented as described in the IKEA manuals, including all mandatories
  • To achieve the goals set by the Management Board or owner of the IKEA franchise in your territory for:
    - Sales, cost and profit (Profit & Loss)
    - Customer satisfaction (IKEA Brand Capital & CSI)
    - Co-worker satisfaction (voice or other follow-up tool)
  • All store managers report directly to you
  • You secure that IKEA is reaching the IKEA International positioning objectives in your market – IKEA brand identity
  • You are legally responsible and sign the legal entity in all 3rd Party contracts (SO & Stores) in your territory


Main tasks

You ensure that:

  • the IKEA retail business is operated according to the franchise agreement with Inter IKEA Systems B.V.
  • the overall retail operation is planned, operated and followed up according to a multi-year business plan
  • each IKEA store establishes an annual business plan based upon the multi-year business plan made for the whole retail organisation
  • the overall business plan and the stores’ business plans clarify how the IKEA retail organisation and the IKEA stores enhance the competitive strength of the IKEA product range and reinforce the self-choice and self-serve concept
  • key performance indicators (KPIs) are set by the retail organisation on an overall level as well as on a store level for following up the results
  • an establishment plan for new IKEA stores is defined and implemented
  • systems, methods and guidelines stated in IKEA Concept Documentation are implemented in the retail operation
  • managers and co-workers are educated and trained with regard to their responsibilities and tasks
  • a pricing strategy and the IKEA low-price profile that secures the lowest prices are implemented on the local market for the IKEA product range
  • an operating budget proposal is made for the complete IKEA retail operationthe agreed business plan is implemented
  • the operating results are followed up on a regular basis
  • feedback is provided to management and the managers reporting to you
  • the overall retail operation as well as the store operations abide by local legislation

In your territory you have two separate organisations:

  • One organisation is called the Service Office, which is a central management function that provides support to all stores in your market, and one Store Organisation for each store where the store manager reports directly to you
  • To create an environment where the IKEA culture is strong and alive
  • To attract, develop and inspire co workers and managers in line with the IKEA staff idea
  • Secure that the information flow works in the total organisation
  • Take the overall responsibility to develop the IKEA store’s financial and commercial goals
  • Be an IKEA ambassador and culture carrier and be the IKEA representative in the local market and media
  • Secure that all store operations are living up to the international demands as described in Commercial/Operational review documents and local legislation

Depending on what stage of development the local market is in (heavy expansion, steady growth or maturity stage), the personal characteristics of a suitable Deputy Retail Manager can vary. Special attention needs to be given to what type of leadership the total organisation needs

General retailing experience

  • Ideally several years of IKEA store manager experience
  • Must have a minimum 7-10 years high-volume or multi-unit retail management experience
  • Must have strategic, analytical and tactical abilities
  • Must be able to quickly develop in-depth knowledge of local market demographics and economic conditions
  • Genuine interest and knowledge of home furnishings
  • Genuine interest in customers
  • Must be computer literate

Communication skills

  • Must have excellent communication and interpersonal skills
  • Must be able to share knowledge and learning
  • Must have highly developed networking skills
  • Must be able to speak and understand English

Leadership skills

  • Must have proven leadership abilities and lead by example
  • Must have the ability to bring out the best in co-workers and to motivate and develop the organisation
  • Must have the ability to create an environment where the IKEA values are a strong and living reality that embraces the diversity of co-workers and visitors


  • Must have an understanding of the legal requirements of operating a business in the territory
  • In many countries, there are special needs to have good and strong political connections in order to obtain permits and licences to build and operate new IKEA stores. A good understanding of this political situation is highly valued for this role
  • Must have the capacity to choose and recruit qualified people
  • Set high standards; understand what competencies and mix of competencies are needed for different situations and jobs
Note: you will be required to attach the following: 1. Resume/CV
2. Passport-size photograph
Al-Futtaim offers highly engaging and supportive work environments in a culture that values, recognises and rewards quality performance.