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Pilotage & Leadership

Digital Customer Meeting Point Optimisation Leader

Postule
  • Tempe, New South Wales, Australia
  • Leadership et Gestion
  • Temps Complet

Description de poste

  • Numéro de l'offre: 335325

  • Date de publication: 27/03/2026



    • Are you a data-driven digital commerce expert with a passion for creating seamless customer experiences? Do you thrive on turning insights into action, optimising every touchpoint of the customer journey to drive conversion?

    About this work area

    The Omni Area is IKEA’s strategic retail function responsible for delivering seamless, integrated shopping experiences across all customer touchpoints whether that is physical stores, e-commerce, pick-up points, and delivery services. This function bridges online and offline operations, ensuring customers can browse, purchase, and collect products through whichever channel suits them best. The Omni Area's core objective is to make IKEA more accessible, convenient, and affordable to customers across Australia and New Zealand, leveraging data-driven insights to optimise channel integration and enhance the end-to-end customer journey.

    As the Digital CMP Optimisation Leader, you'll be at the forefront of our digital transformation, seeing the business through the eyes of the customer. You'll drive conversion and contribute to profitability by proactively analysing data, identifying opportunities, and leading improvements across all online KPIs. You're a performance-driven, solution-oriented leader who:
    • Defines and drives the Digital CMP performance and optimisation strategy, ensuring alignment with business priorities and customer needs while taking ownership of the online sales tree
    • Analyses qualitative and quantitative data to uncover customer journey pain points and inefficiencies, conducting end-to-end funnel analysis to identify drop-offs and translate insights into actionable improvements
    • Leads the implementation of tools, working methods, and best practices from global teams, utilising industry benchmarks to guide stakeholders and foster continuous improvement
    • Monitors and reports key e-commerce performance metrics with a systematic approach, providing actionable recommendations and coaching to drive accountability for results
    • Oversees site health monitoring, incident resolution, and platform change deployments, safeguarding checkout KPIs and ensuring operational excellence



    You are a commercially savvy digital expert with a deep understanding of online retailing and omnichannel customer journeys. You bring strong commercial acumen combined with expertise in data-driven decision-making, advanced analytics, and decision intelligence. You excel at navigating complex, dynamic business environments, driving change positively, and influencing cross-functional teams. With a proven track record of growing business and people together, you're ready to lead with IKEA values while unleashing entrepreneurial thinking across the organisation.

    To be considered for this role you will have:
    • 5+ years of experience in e-commerce, commercial leadership, or business performance management within omnichannel customer experience environments, demonstrating your depth of digital commerce expertise
    • Demonstrated success in optimizing online business performance and improving key performance metrics, with a proven track record of driving measurable results and conversion improvements
    • Strong commercial acumen and knowledge of online retailing, including current market trends, customer behaviour patterns, and competitive landscape dynamics
    • Strong technical proficiency in data analysis tools and programming languages, including SQL for database querying, advanced Excel for complex data manipulation and modelling, and Python (preferred) for automation and advanced analytics, along with proven experience in data visualization platforms such as Power BI, Tableau, or similar tools to create compelling insights and dashboards that drive business decisions
    • Expertise in omnichannel customer journeys and optimization strategies, with the ability to identify friction points and implement solutions that enhance the end-to-end shopping experience
    • Advanced knowledge in data-driven decision-making, analytics, and decision intelligence, including the ability to translate complex data into actionable business insights and strategic recommendations
    • Proven ability to actively lead, coach, and communicate effectively across cross-functional teams and global environments, providing clear points of view and inspiring action
    • Strong capability to navigate and lead in complex, dynamic, and continuously evolving business environments, adapting quickly to change while maintaining strategic focus
    • Demonstrated ability to work in agile environments, adapting strategies and tactics quickly based on feedback, changing business needs, and creating strong collaborative relationships
    • Knowledge of the unique IKEA range, with familiarity with IKEA values, brand positioning, and commitment to sustainability
    • Broad knowledge of direction setting, strategic and operational goal creation, and KPI follow-up, ensuring alignment between tactical execution and long-term business objectives

    Additional information:
    • Permanent, full time, 76hrs/fortnight.
    • If you are successful for this role, you will be required to obtain a national police check.

    We need people like you!

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

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