UAEN Shopping Experience Group Leader | Retail | IKEA Dalma

Job Requisition ID: 175277 

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 A”rab 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 organisation 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:
The Shopping Experience Group Leader is responsible for ensuring customer satisfaction and driving the standard IKEA shopping method to support sales growth and profitability. This role involves establishing and maintaining life-long relationships with customers, as well as driving a sustainable mechanical sales process. With direct involvement in customer service management, financial efforts, and people development, the role demands proactive leadership and a customer-centric approach to achieve objectives.

What You Will Do:

• Ensure customer satisfaction and support the IKEA shopping method to safeguard the mechanical sales process and the self-serve concept.
• Support co-workers in resolving customer complaints promptly and positively.
• Maintain day-to-day customer relation tasks, including managing shopping tools, IKEA Family enrollment, and Pulse CX feedback.
• Secure professional service to customers in Exchange & Returns and track figures through monthly KPI reports.
• Ensure cashiers are trained to scan and account for every item at the checkout point.
• Prevent fraudulent currency activities and losses by ensuring the Retail POS System is operational and updated with the latest product information.
• Ensure all operational instruments for the cash till are available, such as credit card rolls, printer functionality, and necessary documents.
• Prepare monthly KPIs for various customer engagement activities like checkout, Exchange & Return, HD booking, CRM case management, and Smaland & Engagement.
• Ensure a balance between Waiting Times and coverage by the SE team.
• Manage queue system efficiency to derive effective Cash line operations.
• Collaborate with Finance to control discrepancies.
• Motivate coworkers towards achievement of work objectives and ensure understanding of the company business plan and objectives.
• Train co-workers in Product Knowledge, customer service, Concept training, H&S training.
• Support CRM in managing the team with recommendations during probationary and annual reviews.
• Use the Staff Management System to generate schedules and monitor coworker attendance and absence levels.
• Ensure coworkers provide excellent customer service and acknowledge customers in line at the till.

Required Skills To Be Successful:

• Customer-centric mindset.
• Leadership and team management skills.
• Proficiency in CRM tools and Microsoft Office.
• Problem-solving and conflict resolution abilities.

What Qualifies You For The Role:

• High School Diploma.
• 4-5 years experience in Retail.
• Proficiency in Microsoft Office including Presentation Skills, CRM Tool, and Power BI.
• Customer-centric mindset.
• Exceptional communication skills.
• Problem-solving abilities.
• Expertise in leadership and team management.
• Adaptability and flexibility.
• Technical proficiency in customer focus.
• Strong conflict resolution skills.
• High emotional intelligence.

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.