求人ID: 252817

掲載日: 18/09/2024

Why we will love you

Are you an expert in the field of CRM for marketing and activation? Do you know how to create relevant and personal reasons for customers to interact and engage with IKEA? Do you want to be part of an exciting transformation journey where we take CRM communication in Ingka to the next level to create an even better experience for our customers in all markets. If so, we have the ideal role for YOU! We are looking for a senior leader within the field of CRM for marketing and activation, to lead our approach towards more customer led and personalized communication and engagement; so that we can acquire, retain and develop many more customers to IKEA.

Working close with our internal Customer Engagement & Loyalty team, digital product teams, CRM agency and content producers to develop the right engaging 1:1 communication journeys to support and grow our business.

To be successful in this role, it is important that you have the following capabilities and knowledge:

• Understanding on how to tailor and develop communication, offers and promotions for customer segments based on data signals, behaviour patterns, localization and previous interactions with IKEA across all channels.
• Knowledge of how to acquire customers and engage with them in a relevant and meaningful way across all brand interactions by recognizing the different stages of their experience journey.
• Knowledge of how to profile, model, analyse and report on all data, cross-channel, to gain insights for personalized marketing.
• Experience of Customer Engagement, CRM and Loyalty best practice and trends. Preferably specific interest and knowledge in areas of transformation such as Personalization, Orchestration and segmentation.

Your responsibilities

You will contribute to building a positive Customer Engagement & loyalty team through developing the IKEA CRM value proposition framework, processes and associated customer offerings to create customer demand, engagement and loyalty with the IKEA brand. This is done through amplifying the commercial offer, improving performance with data driven decisions and implement scalable market capabilities. You will bring your CRM expertise and skills to design more relevant and personalized offerings for customers to interact and engage with IKEA. Creating growth, deeper brand connections, build long lasting relationships and increase customer lifetime value.

The CRM Proposition Leader will be responsible for developing and implementing the CRM customer proposition design, offerings and solutions for customer acquisition and lead management, retention and development.

More in detail you will:
• Lead the implementation of customer acquisition, retention and development strategies and tactics as part of the Customer Engagement & Loyalty approach (CRM, IKEA Family & IKEA Business).
• Provide retail subject matter expertise within CRM for the relevant digital products and other stakeholders (e.g content creators).
• Contribute to the expert hub for 1:1 communication and engagement, by scaling proven solutions of insight led offerings that acquire, convert and engage customers to IKEA.
• Provide subject matter support for the country teams within the area of CRM (with a focus on customer acquisition & lead management) as part of the overall Customer Engagement & Loyalty Approach and act as a speaking partner on a global basis.

This is a permanent role located in Malmö reporting to the CRM Proposition Team Leader.

Together as a team

In Customer Engagement & Loyalty we create and deepen personal customer relationships by developing a relevant membership offering and orchestrating direct communication and experiences. We contribute to growth by defining the INGKA loyalty strategy, providing Business Intelligence, innovating new ways of engagement, and defining new business opportunities.

Questions and support? Let's connect!

If you have questions regarding the recruitment process, please get in touch with Sofie Skarlöv at sofie.skarlov2@ingka.ikea.com.

We look forward to receiving your application and will review candidates continuously, so please submit your application as soon as possible but latest 2nd of October. In this recruitment there is no relocation support provided by IKEA, hence we're looking for people already living in the mentioned location.