Fulfilment Availability & Support Manager - Service Office

The Fulfilment Availability & Support Manager is responsible for contributing to a great meeting with the customer in all sales channels in the markets by ensuring consistent availability of our offer, with high quality and at lowest possible total cost. They synchronise supply and commercial needs, secure excellence in range administration, forecast alignment, ordering processes, capacity planning and utilisation, and create the right prerequisites in the organisation to secure stock quality and an efficient end-to-end goods flow. They work closely with supply chain partners and country fulfilment teams to enable smooth, compliant import processes in the markets, securing timely goods flow and alignment with regulatory & operational requirements.

The Fulfilment Availability & Support Manager is an integral member of the Service Office team, responsible for the Kuwait, Morocco, and Jordan markets. In this role, they actively collaborate across the functions, markets and the IKEA supply chain to lead, steer, plan, support, coach, and follow up on the operations and development of the fulfilment organisation with a customer-centric and collaborative approach.

• Accountable for seamlessly enabling high performing daily operations and an efficient distribution network in the markets by securing an end-to-end planning and fulfilment process from commercial input, flow and capacity management, ordering and forecasting to customer order management.
• Accountable for securing optimal range allocation in the fulfilment units in the markets while securing agreed goals on availability and keeping lead time promise to lowest cost and to exceed customer expectations, provide a seamless shopping experience and a great quality in meeting with the customer.
• Accountable for translating and co-creating commercial priorities into actions for Customer Fulfilment in the markets and for securing and enabling to setup for campaigns and emergency situations in order to provide seamless shopping experience with great quality for the many people.
• Accountable for an aligned and high performing flow and capacity planning process in the markets including providing and aligning the right short-, mid-, and long-term capacities to reach target availability to the customer, while taking into account growth plans.
• Accountable for securing optimized set-up for the complete fulfilment network by utilizing the markets specific parts of article allocation and order rules.
• Accountable for securing efficient import operations across the markets by working closely with Supply Chain partners such as PR&C, CCC, SCO and country fulfilment teams.
• Accountable for representing markets Customer Fulfilment in the Commercial Team and for the contribution to the commercial calendar by fully integrating logistics considerations and possibilities.
• Accountable for the cooperation with key partners on the markets level including Supply Chain Operations and Development, IoS, Markets Operations Forum partners while contributing with both knowledge and resources to optimal operational and multichannel development and tendering activities as well as to all matrixes, global initiatives and competence networks.
• Accountable to lead, coach and develop the market Fulfilment Availability and Support 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. Promoting and stimulating entrepreneurial orientation, development and innovation.
• Accountable to drive operational excellence in the Fulfilment Availability and Support function including standard operating procedures, planning, execution and follow up and day to day continuous improvement of operations, processes and systems.