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LWO_ Country Customer Engagement & Loyalty Leader

Gyeonggi-do Marketing & Communication Full Time

Job description


LWO_ Country Customer Engagement & Loyalty Leader
Commercial, INGKA Group, Service Office IKEA Korea


Who are you
As a person you are passionate about people, business, IKEA’s purpose and continuously driving better performance. You are energized by driving business growth and contributing to overall success of IKEA through collaboration and motivated by increasing customer value and customer satisfaction by applying a customer first mindset.

For this role we believe you have minimum 7 years of experience in Loyalty programs and delivering results as well as minimum 2 years of experience in leading and influencing co-workers and teams. In addition, you have experience from retail, preferably home furnishing sector, as well as experience in planning, driving output and measuring performance (business and people).

You have deep knowledge of 1:1 marketing and CRM as well as of loyalty programs and concepts as well as of drivers for customer engagement and customer behaviour in the Retail Market. You have broad knowledge of digital media channels as well as of Marketing Technology. Also, you have broad knowledge of IKEA concept, brand objectives, values and vision as well as of IKEA tools, processes and cycles as well as of Group strategies, priorities and business planning process as well as of operational plans and goals including follow up on KPIs as well as of the IKEA multichannel reality and online customer behaviours. You possessgood knowledge of change management methods and tools as well as stakeholder management.

You have ability to understand the complexity of IKEA business and the role of Commercial as an integrated part of the business. You have good leadership capabilities, including ability to lead peers and stakeholders while communicating in an inspirational way with IKEA tone of voice as well as strong interpersonal skills. You have strong analytical, strategic and problem-solving skills with the ability to make decisions with speed and simplicity combined with ability to take a holistic view of a global organisationand identify business opportunities accordingly as well as to follow up and measure performance of output and capture learnings to improve planning and performance moving forward. On top of this, you have ability to gain insights in customer needs through observing and performing data analysis and convert it to viable customer engagement opportunities.

Korean language and English communication skill is a pre-requisite.

Your responsibilities
In the role as Country Customer Engagement & Loyalty Leader, you areresponsible for attracting, retaining and engaging customers to IKEA as well as for maximizing loyalty and customer lifetime value, often but not always by leading members of the Customer Engagement team (CRM & Family).
You will:
  • (If a direct report to the Marketing Manager) Act as a member of the Marketing Management team and proactively contribute to marketing plan/output in order to deliver to the common objectives and goals
  • (If role has managerial responsibility) Responsible for leading Customer Engagement co-workers and driving the totality of the IKEA family offer and CRM in the market
  • Develop and implement the country engagement strategy that contributes to the overall marketing objectives, and is aligned with country digital customer framework and global engagement direction
  • Identify and drive the strategic contribution from multiple customer groups (e.g. eCommerce, IKEA Family, IKEA Business) to deliver to business goals
  • Be responsible for defining local IKEA Family benefits and other loyalty programs/customer clubs (e.g. IKEA Business)
  • Be responsible for briefing CRM hub on common content needs for multiple customer groups as well as relevant data compliance needs
  • Be responsible for identifying and developing local content to fill gaps in the common CRM customer offerings and journey
  • Be responsible for managing local process (including agency partner) for market relevant trigger executions, securing highest standards in data compliance and execution
  • Lead matrix of store based FAMILY co-workers to maximize FAMILY impact in stores with special focus on new member recruitment and member identification
  • Be an active player in driving an open and sharing climate, be a role model of the IKEA values, and contribute to the transformation of IKEA
  • Leverage performance indicators (in cooperation with insights and analytics functions) within commercial and beyond, identifying needs/gaps that need to be closed to achieve business and marketing objectives
  • Actively cooperate with all key stakeholders within commercial and beyond to secure integration, common focus and maximize impact
  • Contribute to the integrated multichannel development through implementing 1:1 marketing in order to contribute to the business goals
  • Support all initiatives within and outside commercial included in the agreed communication plan (e.g. promote home solar)
In this role you will report to the Country Marketing Manager
If you have job specific questions please contact Yunha Choi at yunha.choi@ikea.com
This role is located in Service Office IKEA Korea

About this work area
We deliver sustainable, extraordinary growth by creating a new, unique, inspiring and convenient meeting with the customers. We deliver a multi-channel experience that adds value to the many people and inspires a home furnishing movement.

Questions and support? Let’s connect!
We welcome applications from throughout INGKA group. We will prioritize applications from you who fulfil the majority of the requirements.

We appreciate your application as soon as possible, but please no later than June 17th, 2019.

We aim at conducting as many interviews as possible from W25 to W31 2019. To enable this, when possible, the recruiting managers will continuously review applications, and we will invite to interviews as soon as this review is completed for each application.

Due to the tight timeline, invitations to interviews will most likely be sent out with short notice and we truly appreciate your cooperation & understanding for this. Some interviews may be conducted over SKYPE (if needed to reduce travel).

If you don’t receive a confirmation within three working days from the time you have submitted your application please contact so.businesstransformation.kr@ikea.com


The Lead, Work & Organise initiative has resulted in a number of new opportunities, and this role is one of them!