Shopping Experience Manager Role at Al-Futtaim

Business Applications Manager

Shopping Experience Manager Role at Al-Futtaim

The Job: Shopping Experience Manager

About you

You are a strong leader who can lead by example. You have the ability to bring out the best in co-workers and to motivate them. Also, You have an eagernesss and passion to want to help customers. You are emphatic and able to solve problems with customer centric solutions. You are capable of planning ahead for business eventualities and unforseen circumstances.

What’s more, we believe that you have the following knowledge, capabilities and motivation:

    • Live and share the IKEA values every day
    • High School or Trade School graduate
    • 3 to 5 years in a similar role, IKEA experience is preferable

About the role

You are responsible to strengthen the IKEA position as the first choice Home Furnishing store in the local market by ensuring positive customer experience before, during and after purchase, with specific responsibility for Smaland, Customer Service Desk, Check Outs, ICSS and all overall customer experience in store

Key Specific Accountabilities of the Shopping Experience Manager


  • Monitor and improve the shopping experience for the customer all around the store by:
    • Acting as the customers advocate in the management team
    • Use customers’ feedback as a tool for improvements
    • Drive the change process by addressing the department of the root cause of a service problem
    • Take the ownership of driving service priorities
  • Ensure that Parking is customer friendly and manage high volume when necessary
  • Determining and implementing the Shopping Experience Strategy throughout the store
  • Tools/source of information to monitor:
    • Constructive approach to customer complaints and returns
    • Compile, track and follow up of 10 most frequently asked customer questions all around the store
    • Compile, track and work with customer comments (suggestion boxes, call centre, emails, letters, verbal in the store)
  • Conduct and analyse customer interviews (ICSS or equivalent method)
    • Work with IKEA Brand Capital PMA study or Visitor study and the Regional Marketing Team
    • Conduct focus group interviews
    • Commercial/Operational review
    • Checklist and theme discussions
    • Customer flow analysis
  • Constantly and systematically monitor competitors in the PMA with the respect to customer service and deliver input and conclusions to the business plan process of the store – preparing frequent feedback reports for Management and Service Office Teams


  • Manage the following departments of the store:
  • Entrance and Greeter function
  • Playroom – taking care of the children so parents can shop in the store in an easy way
  • Replenishment of all Shopping tools all around the store (shopping trolleys, furniture trolleys, shopping bags, pens, shopping lists, measuring tape, loan catalogues)
  • Family Friendly services around the store
  • Secure that the How to shop information is implemented according to the IKEA manuals, Responsible for the Store customer guidance system


  • Cash line / Check-out service and cash control

People Management and Development

  • To manage and lead the co-workers in the department according to the IKEA and Al Futtaim Corporate culture, local legislation
  • Train and develop the co-workers to be able to deliver excellent customer service


November 13, 2018

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