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Klanten Ontmoeten en Begrijpen

Marketing Manager

Solliciteer
  • Gurgaon, Haryana, India
  • Klantenservice
  • Fulltime

Vacature omschrijving

  • Job ID: 328083

  • Publicatiedatum: 16/02/2026

    • Who you are

    At IKEA, everything starts and ends with our customers. In Customer Relations, we work every day to build meaningful, long‑lasting relationships with both new and returning customers across all our channels. We’re a diverse and friendly team that comes together to create positive, joyful experiences for everyone who visits us—whether online or in our stores.

    We make sure our services are simple and accessible, we listen carefully to feedback, and we act fast to make things right when something goes wrong. Our way of working is rooted in genuine human connection: listening, understanding, and meeting people where they are. We’re a team of people who truly care about people—and that’s what makes us who we are.

    Lykli Gurugram Meeting Place is the Mixed-Use development by Ingka Centres which includes Office and Retail components, anchored by IKEA Store.

    Requirements :

    • You bring at least 7 years of hands‑on marketing experience, especially from shopping centres or retail environments.
    • You understand the Indian market and what makes customers here tick.
    • You’re comfortable digging into customer insights and market research to help us make better decisions.
    • You enjoy working together with agencies, event partners, PR teams and advertising specialists to create great experiences for people.

    Purpose Of Job:

    • The role contributes to the growth and long term profitability of the Meeting Place, always keeping customers and partners at the centre.
    • It partners closely with the Leasing team to develop a strong and relevant offer and income strategy, ensuring the Meeting Place remains attractive and meaningful for the many people.
    • It secures a strong and inspiring IKEA presence throughout the Meeting Place — from seasonal activities to everyday moments that bring the IKEA spirit to life.
    • The role manages the Partners’ Journey, ensuring partners receive the best commercial and operational support. By enabling partners to succeed, the Meeting Place strengthens shared income and delivers a better experience for customers.

    A day in your life with us

    • You create, own and lead the Customer Experience Programme for the Meeting Place, making sure every visit feels easy, joyful and meaningful.
    • You support new business opportunities and income streams and help strengthen how we communicate with our customers.
    • You identify our local customer groups and map their journeys—before, during and after their visit, both online and offline—so we can truly understand their needs.
    • You make sure customers receive clear, consistent and relevant communication that reflects our IKEA brand and the Meeting Place identity.
    • You continuously improve the full customer journey, ensuring the Meeting Place stays relevant to what customers need today and tomorrow.
    • Together with partners and the community, you help provide outstanding customer service that makes every interaction smooth and convenient.
    • You define, develop and innovate new customer services—like delivery options, loyalty programmes or information points—while ensuring all basic services work flawlessly.
    • You work with the Meeting Place Manager to set commercial goals, build marketing strategies and support the budgeting process.
    • You build and maintain the commercial calendar, driving brand visibility, loyalty programmes and online community engagement through social media.
    • You monitor and analyse customer interactions across all touchpoints, understanding how people behave and where we can make things better.
    • You identify opportunities to improve both customer satisfaction and business performance, using feedback from on ground teams, info desks, social media and research. You conduct regular local market research to stay close to customer expectations.
    • You help bring the unique identity of the Meeting Place to life—across all online and offline touchpoints—ensuring that the atmosphere, lighting, music and overall ambience feel inviting and consistent.
    • You design and implement a loyalty programme that rewards and engages our community members in a meaningful way.
    • You plan and integrate the promotion of events, campaigns and marketing activities across all media—digital channels, ATL, PR and more. You follow up on performance, manage website and social media updates, and work closely with local agencies.
    • Together with IKEA Retail, you drive innovation and improvement in the customer journey and overall experience, helping increase IKEA’s presence within the Meeting Place, online and offline.
    • You help build strong customer experience competence within the Meeting Place—across your team, tenants, contractors and partners—through best practices, training and fast prototyping with real customer involvement.
    • You engage customers and partners to support the sustainability goals of the Meeting Place—across fit outs, operations and community initiatives—and communicate our sustainability vision in a simple and inspiring way.
    • You encourage partners to inspire healthier and more sustainable everyday living among our visitors.

    Together as a team

    At INGKA Centers it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people!

    Questions and support? Let's connect!

    Studies show that members of underrepresented communities don't apply for jobs unless they're 100% "qualified". If this is part of the reason you hesitate to apply, we like you to reconsider and give it a chance. Maybe your profile fits our needs much better than you think. We look forward to receiving your application.

    From: "Why Women Don't Apply for Jobs Unless They're 100% Qualified" by Tara Sophia Mohr, August 2014"

    Your internal title in the organization will be Customer Experience Manager. This position is placed in Gurgaon, India. The selection process will take place continuously. In this recruitment there is no international relocation support provided by INGKA.

    Please submit with your application in English. Note that we cannot process any applications through email.




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