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IKEA Logo IKEA · IT - Administration

Service Fulfilment Operations Manager

Belgium, Hognoul · Job Posted July 04, 2026
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Job Description

Customer Fulfilment (CFF) is a fundamental part in making IKEA multichannel retailing in reality. To support IKEA in achieving business objectives, CFF acts as a fully integrated, process-oriented organisation with an end-to-end approach to develop our business and deliver results across functions together with our partners. We are focusing on providing seamless shopping experience with great quality in all touchpoints for the many people.

Job Responsibility

  • Taking a lead and overall responsibility for operational excellence, performance and development of the fulfilment of affordable core services, resulting in a relevant, effective and sustainable service offer to perform with excellence today, tomorrow and over time, with the customer needs in focus
  • Securing service execution according to set KPIs to create a great customer experience and growth
  • Striving for high performance at lowest cost and long-term profitability acting in a responsible way and thereby create great customer experience
  • Leading and developing people Lead, steer, plan, support, coach and follow up the operations and development of the whole service fulfilment organization within the market with a customer-centric and collaborative approach in focus
  • Accountable for high performing daily operations and an efficient distribution network connected to service fulfilment on the market including planning, execution and follow up of operations, negotiations, IWAY and legal compliance with a focus on quality and a customer-centric, mind-set in all touchpoints for the lowest possible cost to enable competitiveness of IKEA in a multichannel environment and support long-term growth and profitability
  • Accountable for excellence in operations and quality under the scope of Service Fulfilment (including Last Mile, Furniture Assembly, and Kitchen Installations) in the market to exceed customer expectations, provide a seamless shopping experience and a great quality in meeting with the customer
  • Accountable for short-, mid-term and long-term development of existing service partners and that all internal and external service partners have the knowledge to perform their tasks to represent IKEA well and provide an excellent quality in the meeting with the customer
  • Accountable for ensuring short and mid-term capacities and resources in the market's service fulfilment network to provide seamless shopping experience with great quality for the many people
  • Accountable for the agreed cost development of the Service Fulfilment function based on contribution to the establishment of the cost goal on the market
  • Accountable for securing efficiency and for implementing improvements in the total market service fulfilment network (including internal and external service providers) in cooperation with relevant stakeholders (e.g. Group Operations, Group and Market Fulfilment Development and Network, Retail, Inter IKEA Purchasing and Logistics) throughout the organisation to reach excellence in execution and exceed customer expectations
  • Contribute with both knowledge and resources to optimal multichannel development and tendering activities as well as to all matrices, global initiatives and competence networks based on both internal and external sources
  • Accountable to lead, coach and develop the market Service Fulfilment organisation to secure an inspiring and motivating environment where people and talent are continuously developed including long-term competence building, succession planning and diversity and inclusion
  • Accountable for promoting and stimulating entrepreneurial orientation and contribution to development and innovation for the own organisation including internal and external service providers and total IKEA in close cooperation with the Group Functions
  • Accountable for the implementation of the Customer Fulfilment sustainability agenda for Service Fulfilment including internal and external service providers in the market

Requirements

  • University degree (Economics, Logistics, Supply Chain Management) or proven performance in logistics/commercial/supply chain management
  • 4-6 years working experience in a management position (preferable in distribution, retail, logistics or similar)
  • Proven successful leadership in a big organization, delivering both business result and people development
  • Retail/home furnishing/supply chain/customer service experience and interest
  • Experience of working as a management team member with proven ability to make a difference by positively influencing the business directly as well as through good collaboration
  • Knowledge of labor laws and third-party relations (unions, external service providers etc.)
  • Experience in securing the implementation of mid-term and long-term strategies and plans and set/follow up goals
  • Proven ability to influence in a matrix organization
  • Successfully lead projects or processes on country/market/national level
  • Good coaching and/or mentor, advisory and facilitation skills, conflict management skills and problem-solving experience
  • Fluent in English written and verbal

What we offer

  • Eco-vouchers
  • End-of-year bonus, holiday pay and sector premiums
  • An additional allowance if you come by bike
  • Private leasing of an electric bike
  • Comprehensive hospitalization insurance
  • A private accidents insurance
  • Pension savings
  • A leave savings plan: choose how you want your late/early hours (before 7h and as of 19h) to be paid out: a supplement on your salary or in holiday hours
  • Extra-legal holidays, seniority holidays and for full-time colleagues 6 extra days off
  • A canteen where you can eat delicious food at very democratic prices
  • IKEA Tack! Loyalty reward, an additional deposit into your retirement savings based on our global results and your loyalty to IKEA
  • ONE IKEA Bonus: an additional bonus based on your shop's results
  • IKEA Benefits at work: a portal offer you great discount for well-known stores and brands
  • IKEA staff discount 15% on all your purchases
  • Team outings & staff parties
  • A nice extra in case of legal cohabitation/marriage/birth/retirements
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