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COUNTRY CUSTOMER ENGAGMENT AND LOYALTY MANAGER, IKEA SERVICE OFFICE

San Sebastián de los Reyes, Madrid - Explore location Marketing & Communication Full Time

Job description

WHAT YOU'LL NEED TO HAVE

As a person you are motivated by increasing customer value and customer satisfaction by applying a customer first mindset and by finding new ways through cocreation with colleagues and other IKEA units. Motivated by the IKEA culture and values you are energized by driving business growth and contributing to overall success of IKEA through collaboration. You are passionate about understanding the behaviors of the many people, the local Life at Home and current Home Furnishing trends

For this role we believe you have:

- Formal qualifications in Marketing, Business intelligence or equivalent
- Minimum 10 years of experience in Loyalty programs and delivering results
- Minimum 5 years of experience in leading and influencing co-workers and teams, remote leadership is a “good to have”
- Experience in planning, driving output and measuring performance (business and people)

You have knowledge in following:

- Deep knowledge of 1:1 marketing and CRM and loyalty programs and concepts, of drivers for customer engagement and customer behavior in the Retail Market
- Broad knowledge of digital media channels and Marketing Technology
- Broad knowledge of IKEA concept, brand objectives, values, and vision. Of IKEA tools, processes, and cycles, of Group strategies, priorities, and business planning process. Broad knowledge of operational plans and goals as well as follow up on KPIs
- Good knowledge of change management methods and tools as well as stakeholder management, and of the IKEA multichannel reality and online customer behavior

A DAY IN YOUR LIFE WITH US

At IKEA, we deliver sustainable, extraordinary growth by creating a new, unique, inspiring and convenient meeting with the customer. We do this through our brand positioning, range, our home furnishing expertise, and people

As Country Customer Engagement & Loyalty Manager your main responsibility is to lead the Customer Engagement team (CRM & Family) to attract, retain and engage customers to IKEA as well as to maximize loyalty and customer lifetime value.



Your main responsibilities will be:

- Act as a member of the Marketing Management team and proactively contribute to marketing plan/output to deliver to the common objectives and goals
- 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
- Responsible to define local IKEA Family benefits and other loyalty programs/customer clubs (e.g. IKEA Business)
- Responsible for briefing CRM hub on common content needs for multiple customer groups as well as relevant data compliance needs
- Responsible for identifying and developing local content to fill gaps in the common CRM customer offerings and journey
- 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 to contribute to the business goals Competence Profile
- Support all initiatives within and outside commercial included in the agreed communication plan (e.g. promote home solar).
- To develop abstract content from scratch, influencing to implement it throughout the organization (Spain and Global).

ABOUT THIS WORK AREA

FEELING INSPIRED?

Please attach your completed Talent Profile (template is available on IKEA Inside) or your CV (If you are an external candidate). We are excited to receive your application very soon