Customer Relations & Local Marketing Communications Manager

The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Singapore, Malaysia and Thailand – and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.

We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.

We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.

PURPOSE OF THE JOB

To ensure a joyful shopping experience by focusing primarily on Customer Relations while leveraging communication to enhance engagement and clarity. This includes:

- Driving a customer-focused culture and seamless buying processes.

- Securing easy payment and after-sales fulfillment.

- Using customer insights to influence store decisions and improve satisfaction.

- Supporting marketing and communication activities that complement and strengthen the customer experience.

RESPONSIBILITIES OF THE JOB

Customer Relations Focus

• Ensure an easy buying process and positive shopping experience across all touchpoints.
• Drive a customer-focused culture throughout the store and secure an inspiring shopping experience.
• Influence store management decisions using customer insights and a “First Time Right” mindset.
• Identify and remove hindrances to secure easy payment and after-sales fulfillment.
• Establish and maintain service agreements with internal and external partners to safeguard IKEA culture.

Marketing & Communications Focus

• Develop and implement the store’s annual marketing and communication plan aligned with commercial priorities.
• Provide market insights and segmentation strategies to increase visitation and repeat visits.
• Manage local marketing budget and measure ROI on marketing investments.
• Lead internal communication and co-worker engagement activities to create togetherness and enthusiasm.
• Support HR in employer branding initiatives internally and externally.
• Drive sustainability and community engagement programs to position IKEA as a caring company.
• Deliver local communication support during operational or reputational crisis situations.

Shared Leadership Responsibilities

• Develop talents within the team to ensure succession planning.
• Secure compliance with IKEA standards, policies, and local legislation.
• Collaborate across functions to integrate customer experience and marketing strategies.

Qualifications

• Minimum 3 years of IKEA experience as a Manager in a Store Steering Team
• Proven experience in customer-focused retail or marketing management.
• Experience in creating and implementing strategic plans, setting budgets, and following up goals.
  

Motivation:

• Strong alignment with IKEA values.
• Enjoy working in a fast-paced, future-oriented retail environment.
• Passionate about communication and its power to influence business results.
• Motivated to engage co-workers and promote sustainability.

• Passion for customers, home furnishing, and life at home.
 

Knowledge:

• IKEA multichannel shopping experience and easy buying process.
• Customer relations processes, tools, and working methods.
• Market research, analysis, and marketing strategies.
• Brand management and communication principles.
• Budget and cost management.
• IKEA Concept, Brand culture, and values.
• Retail market insights and competitive landscape.
• Sustainability principles and community engagement.

Capabilities:

• Strategic thinking and ability to develop actionable plans.
• Leadership: inspire, clarify, create togetherness, enable change.
• Excellent communication and influencing skills.
• Ability to solve customer and operational issues quickly and effectively.
• Project management and multitasking skills.

Please apply by 16 January 2026