Check-Out, Exchange & Refund Manager – IKEA

Job description / Role

One of the companies bearing Al-Futtaim name is IKEA.

IKEA is the world's largest home furnishings store, founded in Sweden over 60 years ago. At IKEA not only our furniture is down to earth, straightforward and inspiring, but so is our work ethics. Despite being the leading home furnishing retail franchisee across the world, we at IKEA still give you the room to grow! At IKEA creating a better everyday life for the many isn't only our vision, it's our way of life!

To oversee and manage the schedule of the Cash Line Operation, in order to ensure the highest standard of Customer Service in the Check Out, Exchange and Refund Department.

Requirements

Commercial

* Working with the check-out team to ensure the check-outs are appropriately staffed at all times of the day in order to make it easy and convenient for us to close sales and to minimise waiting times to within benchmarks.
* Working with the exchange and return team, using production information, to ensure the area is appropriately staffed at all times and that the After Sales care encourages customers to want to come back to shop with us again.
* Build up good relationships with Managers of other departments in the store, so that the store has multi skilled cashiers to adapt if the store faces a day when there is a big deviation in number of customers.
* Work with the team to promote and encourage a customer-focused culture throughout to ensure we are first choice for home furnishings and destination for the whole family.
* Manage and monitor KPIs of the departments.
* Manage the productivity of Cashier performance.
* Ensure the highest level of Customer Service at all times.

Operational

*Develop, implement and control of SOP's for Check-outs/Exchange and refund teams to protect the Company's assets and to ensure that all in-store procedures are adhered to, so that the store operations comply with audit standards with regards to Check-outs, cash handling and store expenditure.

Financial
*Check month on month the P&L, comparing the expenses against budgeted & SPLY figures and in conjunction analyze the variances. Moreover formulate recommendations to the Store Manager, so s/he is able to initiate feasible cost control measures in relation to various store expenses.
*Secure that the store is providing professional service to customers in the Exchange & Returns and that the stores generous exchange policy is implemented. Track figures through weekly/monthly KPI reports to ensure control.

People Management and Development
* Responsible for Check-out/Exchange and refund teams and to motivate staff in order to achieve optimum performance and high morale in the work place.
* Improving the Customer service in the store and answering customers queries
* To represent IKEA brand at the required level
* To maintain store standards to the required level

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.