Service Fulfilment Developer | Retail | IKEA RSO Jebel Ali

Overview Of The Role:

• The Service Fulfilment Developer plays a critical role in enhancing the customer journey by overseeing last mile service operations. The role involves managing a centralized routing department, coordinating with various teams to maintain efficient operations, and ensuring high-quality customer experiences. The Developer will evaluate and manage service provider contracts, develop standardized procedures, and drive team training and cultural integration efforts. Success in this role is measured by operational performance, adherence to internal processes, and fostering a positive work environment aligned with IKEA's values.

What You Will Do:

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.