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Meeting & Understanding Customers

Loyalty Leader

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  • Tempe, Australia
  • Marketing & Communication

Job Description

  • Job ID: 345887

  • Date posted: 21/05/2026

    • Our team within IKEA

    Are you a strategic thinker with a passion for building meaningful customer relationships and driving loyalty in an omnichannel retail environment? Do you thrive on creating compelling membership experiences that turn visitors into lifelong advocates whilst delivering measurable business impact?

    What you need to know

    The Growth & Marketing function is at the heart of IKEA's mission to deliver business results and reach our country and commercial objectives. We identify business opportunities and target segments across all channels to grow market share, create and execute marketing strategies based on true consumer insights to attract new customers, build a strong brand, retain current customers, and constantly grow loyalty.

    As the Loyalty Leader for IKEA Australia & New Zealand, you will be at the heart of our customer engagement strategy, driving growth and retention through the IKEA Family and IKEA Business Network programs. You will be a performance-driven, solution-oriented leader with a broad interest in developing customer loyalty, someone who:
    • Develops, manages, and continuously optimises the IKEA Family and IKEA Business Network programs to grow the loyalty base, drive customer retention and increase lifetime value.
    • Designs and delivers compelling membership experiences for both consumer and business customers, aligned with the global framework and integrated into the IKEA commercial offer.
    • Leads member acquisition strategies, driving growth of the loyalty base while shaping benefits and rewards that maximise engagement and long-term value.
    • Ensures the membership experience is optimised and integrated in commercial planning by collaborating closely with cross-functional teams to secure integration, common focus and maximise impact.
    • Develops and localises strategies to convert visitors into loyal members and activates existing members through targeted campaigns, offers, and experiences.
    • Collaborates with global and local stakeholders to analyse member behaviour and journeys, identifying gaps, opportunities, and enhancements to strengthen the loyalty proposition.
    • Collaborates with local stakeholders to build a strong value exchange for data, enabling richer customer profiles, better identification, and more personalised experiences.
    • Drives excellence in execution by sharing best practices, as well as training and supporting co-workers to deliver high-quality loyalty program outcomes.



    You are a passionate, highly motivated individual with a deep understanding of loyalty programs and customer engagement in omnichannel retail environments. You thrive in dynamic settings that blend strategic thinking with practical action, combining curiosity about customer insights with a relentless focus on delivering high return on investment. You bring comprehensive knowledge in project management, strategic planning, and KPI delivery. With excellent communication skills and the ability to build strong relationships across the business, you excel at inspiring cross-functional teams to perform and reach loyalty goals. You are naturally inquisitive, comfortable working with competing priorities and deadlines, and enjoy working in a fast-paced, hands-on environment without compromising on quality.

    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 methodologies.
    • A proven track record of developing and implementing successful customer acquisition, retention and engagement initiatives that deliver measurable business outcomes.
    • Minimum two years of experience in leading and influencing co-workers and teams, showing your ability to drive performance, build relationships, and achieve outcomes through others in matrix or direct reporting structures.
    • Experience from retail, preferably the home furnishing sector, bringing industry-specific knowledge of customer behaviours, multichannel operations, and the unique dynamics of the retail environment.
    • Experience in planning, driving output and measuring performance in both business and people dimensions, including setting strategic direction, managing budgets, tracking KPIs, and using data-driven insights to continuously improve results and team effectiveness.

    We need people like you!

    At IKEA, work is so much more than a job. Come join us!
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