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Meeting & Understanding Customers

Customer Engagement & Loyalty Leader (2 years assignment)

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  • Shanghai, China
  • Marketing & Communication

Job Description

  • Job ID: 23008CN

  • Date posted: 06/07/2026

    • WHO YOU ARE

    About You
    You are a passionate, highly motivated individual with deep expertise in customer engagement and loyalty, thriving in dynamic environments that blend strategic thinking with practical action. You bring comprehensive knowledge in CRM and customer engagement, loyalty programs, data regulation and the IKEA multichannel reality. With your strong analytical capabilities and interpersonal skills, you excel at gaining customer insights, leading cross-functional teams, and inspiring collaboration. You are energised by driving business growth and contributing to overall success through customer-centric innovation and co-creation with colleagues across IKEA units.

    To be considered for this role, you will need to have:
    • Formal qualifications in Marketing, Business Intelligence or equivalent, demonstrating a strong foundation in strategic marketing principles and customer engagement / CRM methodologies
    • A proven track record of developing and implementing successful customer retention and engagement initiatives based on proficiency in segmentation, customer data and behavioural triggers
    • Deep knowledge of Customer engagements, CRM strategies, tools and implementation
    • Experience in planning, driving output and measuring performance (business and people), including setting strategic direction, managing budgets, tracking KPIs, and using data-driven insights to continuously improve results and team effectiveness
    • Excellent leadership capability in influencing peers and stakeholders, showing your ability to drive performance, build trustful relationships, achieve outcomes and move forward
    • Strategic thinking and consumer centric mindset with data-driven insight, project management
    You are a passionate, highly motivated individual with deep expertise in customer engagement and loyalty, thriving in dynamic environments that blend strategic thinking with practical action. You bring comprehensive knowledge in CRM and customer engagement, loyalty programs, data regulation and the IKEA multichannel reality. With your strong analytical capabilities and interpersonal skills, you excel at gaining customer insights, leading cross-functional teams, and inspiring collaboration. You are energised by driving business growth and contributing to overall success through customer-centric innovation and co-creation with colleagues across IKEA units.

    To be considered for this role, you will need to have:
    • Formal qualifications in Marketing, Business Intelligence or equivalent, demonstrating a strong foundation in strategic marketing principles and customer engagement / CRM methodologies
    • A proven track record of developing and implementing successful customer retention and engagement initiatives based on proficiency in segmentation, customer data and behavioural triggers
    • Deep knowledge of Customer engagements, CRM strategies, tools and implementation
    • Experience in planning, driving output and measuring performance (business and people), including setting strategic direction, managing budgets, tracking KPIs, and using data-driven insights to continuously improve results and team effectiveness
    • Excellent leadership capability in influencing peers and stakeholders, showing your ability to drive performance, build trustful relationships, achieve outcomes and move forward
    • Strategic thinking and consumer centric mindset with data-driven insight, project management

    YOUR RESPONSIBILITIES

    You'll be at the heart of our customer experience journey, driving sustainable growth by retaining, and engaging customers through tailored communication strategies and tactics. You'll be a performance- driven, solution-oriented leader with a broad interest in developing the business, someone who:
    • Acts as a key member of the Customer Engagement and Loyalty team, proactively contributing to marketing plans and commercial priorities to deliver common objectives and goals
    • Leads the development and implementation of the country Customer CRM & engagement strategy that contributes to overall marketing objectives and aligns with the country business plan and global engagement direction
    • Leverages performance indicators in cooperation with insights and analytics functions , drive effective CRM/ customer engagement campaigns through data-insight driven decision and consistently follow up and improve
    • Actively co-operate with all stakeholders in commercial and beyond , Drives an open and sharing climate, acting as a role model of IKEA values and contributing to the transformation of IKEA
    • Develop & execute yearly omni engagements & activities in omni channel with cross function collaboration to attract member interaction, activation and repurchase, incl all customer loyalty program target
    • Develop & execute yearly member communication plan incl CCM and for multiple relevant audience groups with developed digital capability on data foundation/ CRM tools/ enhanced digital capability
    • Mapping customer journey and manage customers’ lifecycle (consumer and business) and create effective communication tactics utilising segmentation, content, customer data and behavioral triggers to impact customers’ buying behaviour to achieve business goals.

    TOGETHER AS A TEAM

    Our team is the voice of IKEA. We use words, pictures and videos to tell the story about IKEA, to build our brand and inspire people with our offer. We bounce ideas back and forth, we challenge each other and we are crazy passionate about communication. Of course we’re also the ones who make sure to keep all our fellow co-workers informed, engaged and connected in a constantly changing business environment.








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