Service Fulfilment Developer Al Futtaim Private Company (LLC)

Operations Management

• Oversee the operation and workforce of the centralized routing department to improve performance of last mile delivery of services for both stores and online orders.

• Build active coordination between the central routing team, customer support center, and store team customer relations department to ensure efficient ways of working.

• Ensure agreed internal service processes are maintained at all times.

• Develop standard operating procedures (SOPs) where necessary and ensure adherence to system procedures as per policy.

• Monitor last mile team performance and highlight deviations to service providers for service improvement actions.

Contract and Provider Management

• Evaluate and monitor service providers' performance, ensuring contract terms are followed.

• Manage contract changes and utilize negotiation techniques for building and retaining relationships with service providers.

• Ensure all contracts or SLAs are up to date.

Training and Development

• Ensure the last mile service team is trained to deliver IKEA services to high standards; provide training and workshops with service providers’ management.

• Involve in the development of the team and secure training to ensure all co-workers understand the IKEA Concept and its impact on their roles.

• Empower, support, and coach co-workers to help them perform better and grow.

• Create an environment where the IKEA culture is a strong and living reality, and diversity is valued.

• Ensure IKEA has simple and straightforward internal communication and that key information is understood by all logistics co-workers.