Job ID: R0010121

Date posted: 10/12/2024

Company description 
Retail Concept is assigned to protect, expand, and develop the IKEA Concept and the IKEA Brand in existing and new markets. This includes sharing IKEA knowledge and learning across the Franchise System. Additionally, we also work with the development of solutions that will ensure a unique and successful meeting with existing and new IKEA customers. 

We are looking for creative problem solvers with strong leadership skills and passion for developing the IKEA Concept and ensuring its successful implementation in existing and new markets. Do you want to be a part of bringing our business agenda to life for our 12 franchisees?   

About the Job  
As an Customer Engagement Leader, you will be responsible to develop a holistic approach for IKEA to engage with people and build lifelong relations through connected frameworks including principles, guidelines, tools, learning solutions and enablers for business impact across IKEA. Including leading the development to expand our loyalty proposition both for B2C and B2B in areas such as benefits & rewards framework, visual look and feel and beyond. 

You will be responsible to define concept and business requirements to safeguard the IKEA Concept and the IKEA Brand in the context of Customer Engagement, Loyalty and Personalization.  

As content owner, you will initiate and define the content topics, develop and continuously improve modular topic reviews that enable retailers to evaluate their operations and the impact on the customer experience with all related principles, guidelines, and good examples to share across the IKEA value chain and provide expertise for the creation of learning offers/solutions, enabling IKEA people to optimise the retail system.  

Your team  
Together with your close colleagues in Customer Experience and Engagement team you are working with the overall Customer Experience Management framework providing thoughtful and meaningful customer experience at each moment of interaction that results in many happy and loyal customers. You will work in close collaboration with all franchisees, with Ingka as the main partner and be responsible for assigning development initiatives to franchisees under development assignment approach and collaborate with and support retailers and key stakeholders in the agreed business initiatives.  

To be successful in this role, the following knowledge, skills and experiences would be valuable 

• Senior recent experience from developing and leading Customer Loyalty Management on country level or global. 

• You have deep understanding of what drives Customer Engagement and how to create long lasting relationships with consumers, customers, and others in local communities.   

• In-depth knowledge of IKEA Loyalty and the role it can play in strengthening the relationship between IKEA and our customers.    

• Good and recent knowledge and experience in IKEA trademark companies.    

• Interdependent leadership across organizations' delivering results through others. You have the ability to express a clear vision, create engagement and drive impactful customer experiences and solutions.   

• Strategic and analytical skills turning intelligence and insights into tangible actions. Creative leadership with the ability to make complex tasks and processes understood and actionable.   

• Ability to lead, inspire, engage, and co-create with others, enabling forward looking continuous concept development.   

• Capability to build a knowledge sharing network to enable constant learning in the total IKEA system. Capability to build engage trustful and sustainable relationships with stakeholders, business partners and franchisees.    

This role is full-time (40 hours per week), based in Malmo Sweden or Delft Netherlands. This role sits in Retail Experience and reports to Experience and Engagement Manager. If you have any questions - reach out to recruiter linnea.dietrichson@inter.ikea.com 

At IKEA, we are looking for people who believe everyone deserves a seat at the table. You’re welcome no matter where you come from, what you believe, and what you look like. We don’t even care how you have furnished your home. We’re interested in you simply because you’re you. Even if your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. We believe that people’s different perspectives, backgrounds, and personalities make us better at understanding our customers dreams and needs. At IKEA, we’re all on the same project. 
 
If you have a special need that requires accommodation in the recruitment process, just let us know. 

Please note that due to the upcoming holiday season in December, our recruitment process may take a bit longer than usual. We will do our best to keep all candidates updated on their status before any breaks. Thank you for your patience during this time! 

6th of January 2025 is the closing date to apply for this role. Please send your application – CV and motivation – in English and tell us why you would be a good fit. We look forward to hearing from you!