Fulfilment Operations Manager

At IKEA, our vision is to create a better everyday life for the many people. We believe that everything we do comes with the responsibility to create a positive impact on people, society and the planet. We are passionate about home furnishing, creating a positive life at home and sharing our tasty responsibly sourced food with the many people across the world.

Customer Fulfilment (CFF) is a core function within Retail Operations and a fundamental part of achieving IKEA Omnichannel retailing. We do this by developing and executing replenishment and fulfilment, end-to-end with a process-oriented organisation, with radical collaboration with our colleagues within Commercial, Service Office and supply partners. We deliver with a clear focus on the development of people and sustainable and cost-effective operations. As a Fulfilment Operations Manager, you will be part of the CFF Unit team, led by the Fulfilment Manager of the IKEA Tempe unit. In everything we do, we have a customer focus with the aim of achieving 100% satisfied customers.

Working at IKEA has its benefits and rewards:
• 5 weeks’ Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more
• 24/7 access to our Employee Assistance Program for you and your family
• 15% Co-worker discount
• Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
• Co-worker uniform provided
• Free Co-worker parking
• Bonus programme (where eligible)
• Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)
• Benefits membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers)

Additional information:
• This role is Permanent Full-time, 76 hrs/fortnight, on site at IKEA Tempe, NSW 2044.
• This role requires availability to work a range of hours from 6:00am – 10:00pm weekdays, occasional evening shifts and alternating weekends per fortnight.
• As part of the recruitment process this role requires a pre-employment check, including a National Police Check for final candidates.

The Fulfilment Operations department secure and execute the excellence in end-to-end operation, including in-house replenishment and a strong focus on order picking & service execution.

As Fulfilment Operations Manager your responsibilities will include, but are not limited to:
• Implementing improvements, new processes, technologies, and ways of working to enhance the customer and co-worker experience.
• Fostering close cooperation and strong communication with the Fulfilment Integration team and key stakeholders such as Unit management, support functions, and External Transport/Service Providers to maximise goods availability and customer order fulfilment efficiency.
• The roles key operational responsibilities include managing all Click and Collect and Home Delivery operations and warehouse management.
• Ensuring compliance with IKEA code of conduct, Standard Operating Procedures, internal regulations, and local legislation related to health, safety & security within the Fulfilment Operations team.
• Lead, coach, and developing a high-performing Fulfilment Operations team, cultivating communication, flexibility, and inclusivity.
• Placing a strong emphasis on nurturing co-worker well-being and managing co-worker performance, competence development and succession planning (in this role you will lead a team of 40+ co-workers through Team Leaders, three direct reports).
• Demonstrate a commitment to cost-consciousness, effectively managing resources and operational expenses to maximise efficiency and drive profitability in fulfilment operations.

As Fulfilment Operations Manager, you have:
• Proven experience (3+ years) in warehouse management, preferably in distribution, retail, logistics or similar.
• Previous experience (2+ years minimum) demonstrating strong leadership skills and the initiative to coach large sized diverse teams.
• Proven strategic leadership experience delivering business results and people development with an entrepreneurial approach in a high-volume, dynamic environment.
• Thorough understanding of all relevant standard operating procedures for Customer Fulfilment, prioritising the safety of co-workers and customers.
• Strong analytical skills and an ability to understand budget, cost and key performance measurements and translate them into action plans.
• Competence in resource planning aligned with potential sales scenarios, forecasts, and fulfilment flow allocation.
• Effective communication and leadership abilities, with a demonstrated capacity to lead teams, set clear priorities, delegate tasks effectively, and provide constructive feedback when performance managing.
• The passion to lead with integrity and authenticity, championing IKEA’s values and encouraging your team to embody these principles in their daily work.

We need people like you

At IKEA, work is so much more than a job. Come join us!