Overview
IKEA Norwich is one of our new LADA format Small Stores that complements our omni‑channel approach. The new format requires new thinking and solutions, providing exciting opportunities for our people. We are looking for a process‑driven Store Leader – a Customer Meeting Point Team Leader – to lead customer‑facing and operational areas across the store. The ideal candidate has experience leading either a large‑scale food operation or a customer‑focused function.
Role Summary
As a Store Leader you will oversee Customer Services and the Food Team, ensuring smooth customer journeys and delivering a high‑quality food experience.
Responsibilities
* Customer Services
o Deliver an outstanding customer shopping experience.
o Manage returns, checkout and click‑and‑collect handout.
o Oversee the Recovery department (store readiness, stock repair and As‑Is sales).
* Food Operations
o Deliver a taste of Sweden and a great customer experience, showcasing our food range as people‑ and planet‑positive, healthy, affordable and convenient.
o Drive food operational excellence and ensure a commercial food experience.
* Ensure all food areas operate in accordance with IKEA Quality and Food Safety requirements and relevant legislation.
* Manage product availability, food stock, quality and minimise waste.
* Monitor department performance, identify gaps and propose improvements.
* Secure an irresistible food offer with quality and appealing presentation.
* Lead daily operations, support co‑workers and secure a positive shopping experience.
* Implement global solutions, services and tools for fast checkout and a safe working environment.
* Execute IKEA exchanges and returns policy efficiently and handle complaints friendly.
* Develop a skilled team, provide training on services strategy and routine.
* Identify talent, plan succession and manage staffing levels.
* Develop and implement common operational framework, standards, plans and KPI’s to achieve business goals.
* Ensure compliance with regulatory guidelines in all customer departments.
Qualifications & Experience
* Advanced knowledge of food production, food safety and experience in a retail environment or food service business.
* Solid understanding of the customer journey across all channels and expertise in relevant customer relations processes, tools and KPI’s.
* Good knowledge of cost and budget management, including scheduling in a fast‑paced retail environment.
* Leadership experience in a fast‑paced environment with the ability to prioritise and organise workload.
* Business‑mindedness with a customer focus, able to make quick decisions and take personal initiative.
* Strong communication skills to build relationships with co‑workers and customers.
* Confidence to express ideas and opinions, influencing and building relationships across all levels.
* Ability to devise and implement action plans, set expectations, provide clear direction and follow up on goals.
* Effective problem‑solving and decision‑making skills, especially when facing operational challenges typical of retail.
Benefits
* Starting salary of £31,940 per annum, based on competence and experience.
* 39 hour week, 5 days per week including evenings and alternate weekends.
* Flexible working arrangements to match your life and business needs (discussed during interview).
* Start date discussed at interview.
We Care for the People
We welcome candidates from all walks of life, including those with disabilities, to join us, feel valued and belong at IKEA Norwich.
Recruitment Process
To begin, submit an updated CV and cover letter. Successful candidates will be invited to a face‑to‑face interview and may attend a second stage interview. Final offers are contingent upon successful background checks, including a medical questionnaire.
For any advice or support, email Jack.mcskeane@ingka.ikea.com and we will be happy to help.
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