Shopping Experience Team Leader | IKEA | Mall of Arabia

Job Requisition ID: 180132 

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

• The Shopping Experience Team Leader is responsible for ensuring a joyful shopping experience for all visitors and customers at IKEA Egypt. This role involves understanding customer emotions and translating them into practical commercial solutions. The leader will collaborate with various stakeholders to enhance store layout, promote family-friendly initiatives, and contribute to IKEA's social and environmental commitments. Success in this role involves building brand loyalty through a multichannel shopping experience and fostering a caring customer engagement environment.

Financial

• Receive payments by cash, check, credit cards, vouchers, or automatic debits, following SOPs for cash handling.
• Contribute to the creation of the country business plan.
• Work with stakeholders to improve IKEA store layout and customer guidance communication.
• Actively promote family-friendliness to make IKEA an exciting and fun destination.
• Develop and promote options in the shopping experience to support IKEA's social and environmental commitments.
• Conduct audits on procedures and processes to ensure compliance with SOPs.
• Review SOPs and productivity reports for continuous improvement.

Customers

• Set the foundation for an inspiring, joyful, welcoming, and family-friendly atmosphere.
• Develop and implement relevant communication to support customers throughout their shopping experience.
• Support the development of a multichannel shopping experience by fulfilling the emotional needs of customers to build brand loyalty.
• Drive mindset change and develop support structures for engaging meetings with customers where co-workers are stimulated.
• Ensure shopping options are relevant and clearly express all IKEA shopping choices available in a multichannel retail reality.
• Monitor local customer satisfaction index (CSI) and optimize waiting times.

• Experience in fast-paced commercial environments.
• Proficiency in managing and developing teams in retail settings.
• Excellent communication skills for customer and team interaction.
• Proficiency in computer literacy for operational tasks.

• Solid understanding of home-to-home shopping experience, especially the payment process.
• Experience with cost and budget management in a retail environment.
• Proven leadership in people-centric organizations with knowledge of talent and change management.
• 3 to 5 years of customer service supervisory or managerial experience in Retail or Hospitality industries, preferably at IKEA.

About Al-Futtaim Group Real Estate
The real estate development and operations arm of Al-Futtaim, Al-Futtaim Group Real Estate is responsible for a multi-billion-dollar portfolio across MENA. With high-quality residential, business, retail, tourism, educational and healthcare developments, the master developer caters to the diverse needs of cities and communities in the region. From origination, conception, development, sales, procurement and construction of mega-projects and the leasing, operation and management of these projects after completion, Al-Futtaim Group Real Estate (AFGRE) has been developing and managing owned landbanks, unlocking the economic potential of the region and contributing to future development for more than 40 years. 
Our focus is to enable and invest in meaningful relationships to make our properties the best places to live and work, build additional products and services and enable partnerships to create true value to our customers throughout their entire experience with us.
AFGRE is responsible for master planning of all projects in its portfolio, including two large scale mixed use destinations: Dubai Festival City and Cairo Festival City.

About Al-Futtaim Malls 
Al-Futtaim Malls provides development and asset management expertise, specializing in building retail-led super regional malls in prime locations across MENA and beyond. With a proven track record of creating both sustainable revenue growth and value enhancement for tenants, Al-Futtaim Malls delivers exceptional experiences and exciting shopping environments for customers. 

Part of the Al-Futtaim Group, Al-Futtaim Malls leadership team brings more than 30 years of experience and a deep understanding and knowledge of the retail sector, both from a shopper’s point of view but as curators of space or landlords to other brands. The company has a directly managed portfolio including over 9 million sqft of retail space across four malls in the MENA region and two under development. Malls under the Al-Futtaim Malls portfolio include Dubai Festival City Mall and Festival Plaza in the UAE, Cairo Festival City Mall in Egypt, Doha Festival City in Qatar and Zenata Mall, Morocco.

Leveraging on the expertise of its parent company, Al-Futtaim Malls established PLEX Management Services offering a full array of services including asset management and development, leasing, and brand experience expertise to shopping mall landlords and retail organizations globally. Implementing global best practice and deploying Al-Futtaim Mall’s deep understanding of mall management and retail dynamics, PLEX promises to deliver continuous growth and long-term value for its partners.

For more information on Al-Futtaim Malls, please visit https://www.al-futtaimmalls.com/

About Al-Futtaim Engineering & Technologies
Al-Futtaim Engineering & Technologies offers customers complete engineering and systems integration solutions. 
 
The Engineering arm operates in the UAE, Qatar, Saudi Arabia and Egypt providing a wide variety of products and services from air conditioning, scaffolding and access solutions, elevators and escalators, control and life safety, facilities management, building products, MEP, Energy Management, Technology Infrastructure and Digital Transformation. 
 
The Technologies division provides complete business solutions to large, medium and small customers that include, contact centre solutions, business applications, business intelligence, data management, advanced analytics amongst others. The IT infrastructure portfolio comprises IP telephony, ELV systems, networking solutions, professional audio-visual solutions and managed services. 
 
These solutions are further complemented by services that include project management, installation, testing, commissioning and after-sales maintenance contracts.