Carl James Robotham

• I am responsible for securing Operational excellence of all Logistical functions within the South of the UK, through providing matrix management support and expertise of the inbound and outbound goods flow operations within our IKEA units.
• I am responsible for the logistical performance and succession of 9 markets within the South of the UK and act as part of the extended customer Fulfilment country management team.
• My goal is to secure long term profitable growth for IKEA through supporting the business with navigating development not just from a service cost perspective but service succession, with the customer and the heart of everything we do.

Achievements in current role:

• Highest performing Region for Store Operational Excellence FY23- FY26.
• Created the SD104 Capacity Management document for better management of stockholding capacity in UK&IE stores FY24.
• Created the Country SOP Reviews- FY25.
• Created the Country External TMP Audits- FY24.
• Created the Country Golden FLT Communication Package in- FY23.
• Created the Country Golden forklift KPI Scorecard in- FY23.
• Created the FUO KPI Cascade in- FY23.
• Re-development of the Matrix approach in Store Fulfilment through a more professional and clinical communication strategy in- FY22.

• I am responsible for securing a seamless fulfilment of all services sold via the IKEA stores and Local Service Centres across the South west of England and Wales.
• Supported the x3 IKEA Stores and x3 Local Service Centres with the succession of daily operations as the Operations Developer for the south region of the UK.
• My role is to lead and facilitate the relationship and collaboration of the store and provider to better align local service arrangements, local capacity planning and strategic direction.
• I must lead, motivate and inspire interdependently, whilst managing contractual performance and IWAY compliance of the service providers.
• Approximately 90% of my role is focused on transport operations currently, due to the high demands of the home delivery service.

• Responsible for the Customer Services Departments and customer experience within the IKEA Bristol store, the areas within the Customer Relations function that I manage consist of the following areas:
• Returns and Home Delivery area
• Picking and Delivery area
• Customer Service Admin area
• External Customer Collection point
• Had a total of 38 co-workers directly reporting to me, which included x3 salaried Customer Relations Team Leaders and x1 salaried Customer Relations Specialist.
• Also responsible for supporting and following up on x3 subcontractors to ensure they meet their contractual obligations and KPI's set by IKEA to ensure our many customer's aftersales experience for the relevant services is an excellent experience.
• One of Customer Services best VOICE results of 714.
• Re-modelled the Returns and Home Delivery department.
• Re-vamped the External Customer Collection Point.
• 4th best in the country for Local Customer Deliveries (LCD) in accordance to UK&IE Fulfilment Leaderboard FY17.
• Good example for the country regarding Customer Service multi-channel operational readiness.
• Most recent Commercial Review FY18- PASS.
• Most Recent SEC Check FY18- PASS.
• Most Recent iMonitor Visit FY18- PASS.
• Succession of other- I have developed many co-workers into Team Leaders and I have also developed one of my Team Leaders into a manager position.
• Successfully applied for a fast tracker and secured an acting Shopping Experience Leader for the store to which for the next 6 months I will be supporting him with the relevant learnings to become a manager.
• My 'Leadership for Growth training' feedback came back as 'senior' with 'Good Potential'.
• Considered as High potential by line manager within current role as CSM.
• Currently on NEXT GENERATION to become functional management.

• I was responsible for leading & developing the Self-Service sales co-workers and ensuring the approximately 7,000 m2 of sales floor space is clean, priced, tidy and full of stock.
• Our customers and co-worker's safety comes first so doing regular safety checks is an absolute must.
• We as a store we have an average of 16,000 customers/visitors per week so in relation to Health & Safety anything can happen at any time, so having constant supervision on floor especially on a peak selling period is a need.
• I deputise the Self-Service Shopkeeper in making operational decisions.
• I ensure the customer is always put first.
• Best VOICE Result yet for Self-Serve of 837.
• Commercial Review Pass.
• Sec Check pass.
• Good example Self-Serve area at Matrix meeting for working routines.
• Helped recruit 80% of current Self-Serve team.
• Created new job responsibility structure within Self-Serve.
• Created and improved 65% of Self-Serve documentation alongside my line manager.
• Helped develop Self-Serve co-workers into bigger roles.
• Graduated from the Next Step to management Program.
• Nominated as Talent for IKEA Bristol and got to present to IKEA UK Manager (Carole).