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Ikea member of staff helping customers use touch screen
接客

Customer Experience Specialist 顾客体验专员 *2

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  • 武漢市, 中国
  • マーケティング & コミュニケーション

職務記述書

  • 求人ID: 22586CN

  • 掲載日: 15/05/2026

    • WHAT YOU'LL NEED TO HAVE

    活动方向
    1.3年以上市场活动执行经验
    2.良好的策划能力、创意能力
    3.良好的组织能力、沟通协调与执行力
    4.应变能力与突发事件的处理能力
    5.审美能力和基本的平面设计、图形处理能力
    6..基本英文沟通能力

    媒体方向
    1.熟悉本地区线下媒体的情况，和线上推广手段，如微信、抖音、直播、咸鱼等App
    2.自媒体运营及撰稿、策划能力
    3.良好的组织协调能力、应变能力和执行力、较强的洞察力和敏锐力，善于捕捉热点
    4.基础的英文读写能力
    5.熟练短视频拍摄制作、图形处理能力优先
    6.两年以上新媒体宣传工作经验/电子商务品牌推广经验/网店营销推广/社群营销工作经验优先

    • IKEA concept, culture and values – Knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people, to ensure right representation.
    • IKEA brand – Knowledge of what the IKEA brand means and how it should be incorporated in everything IKEA does.
    • Branding: Knowledge of creating a unique image for the local brand in the consumers' mind and establish a significant and differentiated presence in the market that attracts and retains customers.
    • Globalization – Able to adapt global Meeting Place concept to meet local culture and community needs and willpower to adjust the global concept to stay and continue to be relevant.
    • Customer experience practices – knowledge of the customer experience practices and innovations used by the industries worldwide (including retail, meeting places, F&B, leisure, hotel business, other places where customer experience is an integral part of the business
    • Customer Behavior – Knowledge of existing and potential customer’s needs, behaviours and aspirations to be able to help Ingka evaluate future endeavours and further translate insights into most relevant ideas & solutions, to support for business purpose and decision-making.
    • Customer journey - Knowledge of the customer’s whole interaction with Ingka, from first encounter to purchase – using digital and physical tools and platforms.

    YOUR RESPONSIBILITIES

    活动方向
    1.主导MP市场活动的策划、筹备和实施，以及活动效果评估
    2. 整合租户、会员、CE等部门活动资源，降低市场活动成本
    3.参与PR租户活动的合作洽谈，引导租户融入荟聚的整体营销活动，组织执行落地活动
    4.组织执行会员和社群线下活动
    5.组织执行CE等外部合作伙伴的落地活动

    媒体方向
    1.制定和实施年度媒体宣传策略
    2.负责荟聚自有媒体平台（如微信、微博、抖音、小红书、直播号等）以及付费媒体渠道和内容的管理、整体推广及运营，达成粉丝增量及阅读量考核，提升线上曝光率和线下转化率
    3.负责各类官方平台、外部媒体的宣传内容，统一档期活动各项物料的文字出口，确保沟通内容符合项目定位、有特色、有新意
    4. 与PR部门通力合作，提高租户特色品牌和特色产品的曝光度，提升O2O客流和销售转化率
    5.把握互联网发展热点和新媒体发展态势，积极探索符合需求的新渠道与新平台
    6. 研究探索各类媒体渠道目标顾客的行为模式，提供符合顾客需求的内容，提升自发裂变传播效率
    7.关注竞争对手媒体投放策略与动向，关注荟聚在各类社交媒体的顾客反馈和评价，为荟聚各类活动计划提供决策依据
    8. 策划和主导社群营销活动计划

    • Co-create the Customer Experience Program for the Meeting Place by providing solutions which enhance the Customer Journey for each customer group. Secure efficient communication with customers.
    • Execute on assigned tasks which contribute to strategic priorities within the Customer Experience supporting Customer Experience Manager as priorities evolve to deliver day-to-day Customer Experience activities, leveraging their specific customer experience expertise and knowledge of standards on local and different markets.
    • Propose and execute localization of the Meeting Place in all MP’s touch points (off-line and on-line), commercial offer, partners design concepts and formats, design story, services, amenities and temporary special experiences to ensure relevance and consistency from customer perspective.
    • Create and manage customised events and marketing activities together with our Partners, Communities and IKEA and follow them up.
    • Actively work on customer experience improvement by increasing IKEA presence in the Meeting Place and developing common commercial calendar together with IKEA
    • Cooperate with Accelerator Hub and external partners in order to identify and implement innovation projects or initiatives in the Meeting Place. Support local innovation projects which uplift Meeting Place unique customer experiences, co-creation and operations optimization.
    • Regularly monitor customers’ interaction with the MP. Collect and use Customer Voice in order to engage, explain and talk to our customers day to day. Use active listening and other communication techniques to uncover customer insights. Use all communication channels, including social networks as part of daily work. Involve customers into the quick prototyping of the new ideas and concepts.
    • Follow-up, accumulate and share practices and lessons learnt with other Meeting Places. Ensure the appropriate documentation of customer experience related materials

    ABOUT THIS WORK AREA

    To optimise the meeting place experience for the many people to drive visitation to the Meeting Places and IKEA and deliver sustainable business growth for our Partners and Meeting Places. Achieve operational results, drive efficiency improvements and enhance commercial performance, brand value and sustainability performance of the Meeting Places.








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