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CE & Loyalty Leader (f/m/d) 1 year due to maternity leave

Wallau, Hesse Marketing & Communication Full Time

Job description

Commercial, INGKA Group, Service Office Wallau

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.

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 broad knowledge of digital media channels and you understand drivers for customer engagement and customer behaviour in the Retail Market.

You have the ability to understand the complexity of IKEA business and the role of Commercial as an integrated part of the business. You know how 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.

Your responsibilities
In the role as 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:
  • 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 contributing in defining local IKEA Family benefits
  • 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 executions, securing highest standards in data compliance and execution
  • support matrix of store based Local Marketing co-workers to maximize 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
  • 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 Customer Engagement & Loyalty Manager.
This role is located in Wallau, Germany.

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.