Shopping Experience Team Leader | Retail | IKEA Festival City

Job Requisition ID: 176409 

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 Team Leader is responsible for driving sales growth and ensuring sustained long-term profitability by establishing and maintaining a life-long relationship with customers. This position is crucial in safeguarding the IKEA mechanical sales process and supporting the self-serve concept to guarantee customer satisfaction and adherence to the IKEA shopping method. The Team Leader motivates a department team through comprehensive knowledge of IKEA's product range, services, and customer profiles, optimizing the flow of customers and addressing their needs efficiently. This role also involves managing resources and training co-workers to deliver exceptional customer service while adhering to financial and operational standards.

What You Will Do:

Customer Experience Management

• Ensure customer guidance is in place to maintain an easy customer flow.
• Ensure the waiting time and queuing policy are maintained as per benchmark.
• Support co-workers in resolving customer complaints, dealing positively and promptly with issues raised by customers.
• Ensure co-workers are aware of sales targets, services, and company practices.
• Ensure co-workers provide excellent customer service and acknowledge customers.
• Ensure co-workers are trained in their jobs and able to provide accurate information to customers.

Team Leadership and Training

• Coach co-workers, support their training paths, probation periods, and key responsibilities according to task lists.
• Motivate and inspire team using knowledge of IKEA product range and services, local market, and IKEA customers.
• Maintain the right number of co-workers in the right place at the right time to run the store department successfully.

Operational Excellence

• Fulfill daily tasks and monthly KPIs as required by the Shopping Experience Group Leader.
• Find more effective ways of working to reduce costs.
• Ensure all department SOPs are shared with co-workers.
• Receive, count, and sign off cash float for the day from the Accounts Department.
• Ensure cash and coins are organized properly as per their denomination in the till.
• Prepare reconciliation document at the end of the business day accounting for all transactions.
• Collaborate with Finance to control and investigate discrepancies.

Required Skills To Be Successful:

• Proactivity in identifying and resolving issues.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities.
• Ability to lead and motivate a team effectively.

What Qualifies You For The Role:

• High School Diploma or equivalent education.
• 3-4 years of experience in retail.
• Excellent communication and interpersonal skills.
• Proficiency in English language; Arabic language preferred.
• Strong leadership and problem-solving skills.

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.