Shopping Experience - Team Leader

Context

The Shopping Experience - Team Leader will help create an easy, efficient, and enjoyable shopping journey for customers while supporting sales growth and long-term store profitability. The role combines customer service leadership, team coaching, cash control, service standards, KPI delivery, and daily operational coordination. By guiding co-workers, resolving customer concerns, maintaining IKEA shopping methods, and ensuring the self-serve concept is properly supported, the position helps strengthen customer satisfaction and store performance in Dubai.

Key Responsibilities

* Ensure clear customer guidance is available across the department to support smooth movement, easy navigation, and an efficient shopping flow.
* Monitor waiting times and queue handling to ensure service standards are maintained in line with benchmark expectations.
* Support co-workers when customer complaints cannot be resolved at first level, handling issues quickly, positively, and professionally.
* Ensure team members acknowledge customers, provide accurate assistance, and maintain strong customer service standards throughout the shopping journey.
* Motivate and guide the department team using strong knowledge of IKEA products, services, store methods, customer behavior, and local market needs.
* Coach co-workers on daily responsibilities, task lists, customer interaction standards, and department procedures.
* Support training plans, probation follow-up, and individual development for team members.
* Ensure co-workers understand sales targets, service goals, employee business plans, and monthly KPI expectations.
* Check that team members are properly trained and able to provide customers with correct information about products, services, and store processes.
* Complete daily operational tasks and monthly KPI requirements assigned by the group leader.
* Identify smarter ways of working that improve efficiency, reduce costs, and support better service delivery.
* Share department SOPs with co-workers and ensure procedures are understood and followed consistently.
* Receive, count, and sign off the daily cash float from the Accounts Department.
* Organize cash and coins correctly in the till according to denomination and cash-handling standards.
* Prepare end-of-day reconciliation documents covering all transactions completed during the business day.
* Work with Finance to review discrepancies, investigate differences, and support accurate cash control.
* Maintain a positive team environment where co-workers feel supported, informed, and focused on customer satisfaction.

Ideal Profile

* High School diploma or equivalent education is required.
* 3-4 years of retail experience, preferably in a team leader, senior sales, customer service, or store operations role.
* Experience in a high-traffic retail, home furnishing, furniture, lifestyle, or customer-facing store environment is an advantage.
* Strong customer service mindset with the ability to manage customer flow, complaints, queues, and service expectations.
* Proven leadership ability with confidence in coaching, motivating, and developing team members.
* Good understanding of retail sales targets, service KPIs, daily task planning, and store operating procedures.
* Ability to handle cash float, till organization, reconciliation documents, and discrepancy follow-up with accuracy.
* Excellent communication and interpersonal skills for dealing with customers, co-workers, finance teams, and store leadership.
* Good command of English is required, while Arabic language skills are preferred.
* Proactive approach to solving problems, improving work methods, and supporting smoother operations.
* Able to work in a fast-paced retail environment with changing customer demand and daily operational priorities.
* Professional, calm, and service-oriented attitude with strong attention to detail.

Skills Set

* Retail customer service
* Shopping experience management
* Customer flow control
* Queue management
* Customer complaint handling
* Team leadership
* Staff coaching
* Retail operations
* Sales target support
* Service KPI tracking
* IKEA shopping methods
* Self-serve retail concept
* Product knowledge
* Customer engagement
* Cash float handling
* Till management
* Cash reconciliation
* Finance coordination
* SOP implementation
* Daily task planning
* Store operations
* Cost efficiency
* Problem solving
* English communication
* Arabic communication
* Interpersonal skills

Why Join Us

This role is a strong opportunity for a retail team leader who wants to grow within a customer-focused store environment linked to a trusted regional business group. The position offers hands-on leadership exposure, customer experience responsibility, daily operations involvement, and the chance to contribute to smoother store performance in Dubai. It suits someone who enjoys coaching teams, solving service challenges, and improving the way customers move through a busy retail destination.

About the Company

Al-Futtaim is a diversified regional group headquartered in Dubai, United Arab Emirates, with established operations across automotive, financial services, real estate, retail, and healthcare. Through its retail division, Al-Futtaim partners with leading global brands and delivers customer-focused shopping experiences across the UAE and wider region. The group continues to build long-term growth through service quality, operational discipline, strong brand partnerships, and a people-first approach to retail excellence.