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Direção e Liderança

Customer Engagement Leader

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  • Tempe, New South Wales, Australia
  • Liderança & Gestão
  • Full Time

Descrição da vaga

  • ID da oferta: 335606

  • Data de publicação: 27/03/2026



    • Are you a customer-obsessed leader with a passion for creating extraordinary experiences and building lasting loyalty? Do you thrive on combining strategic marketing expertise with hands-on execution to drive business growth while creating a better everyday life for the many?

    About this work area

    The Growth & Marketing function is at the heart of IKEA's mission to deliver business results and reach our country and commercial objectives. We identify business opportunities and target segments across all channels to grow market share, create and execute marketing strategies based on true consumer insights to attract new customers, build a strong brand, retain current customers, and constantly grow loyalty.

    As the Customer Engagement Leader, you'll be at the heart of our customer experience journey, driving sustainable growth by retaining, and engaging customers through tailored communication strategies and tactics. You'll be a performance-driven, solution-oriented leader with a broad interest in developing the business, someone who:
    • Acts as a key member of the Customer Engagement and Loyalty team, proactively contributing to marketing plans and commercial priorities to deliver common objectives and goals
    • Leads the development and implementation of the country CRM strategy that contributes to overall marketing objectives and aligns with the country digital framework and customer interaction focus
    • Manages customers’ lifecycle (consumer and business) and create effective communication tactics utilising segmentation, customer data and behavioural triggers to manage, select, relate and impact customers’ buying behaviour to achieve business goals.
    • Manages the implementation of CRM campaigns for multiple audience groups and according to commercial priorities, with all relevant AU and NZ data privacy compliance needs covered, utilising agency or global technology solutions
    • Leverages performance indicators in cooperation with insights and analytics functions to identify needs. gaps and close them to achieve business and commercial objectives
    • Drives an open and sharing climate, acting as a role model of IKEA values and contributing to the transformation of IKEA



    You are a passionate, highly motivated individual with deep expertise in customer engagement and loyalty, thriving in dynamic environments that blend strategic thinking with practical action. You bring comprehensive knowledge in 1:1 marketing and CRM, loyalty programs, digital media channels, data regulation and the IKEA multichannel reality. With your strong analytical capabilities and interpersonal skills, you excel at gaining customer insights, leading cross-functional teams, and inspiring collaboration. You are energised by driving business growth and contributing to overall success through customer-centric innovation and co-creation with colleagues across IKEA units.

    To be considered for this role, you will need to have:
    • Formal qualifications in Marketing, Business Intelligence or equivalent, demonstrating a strong foundation in strategic marketing principles and customer engagement methodologies
    • A proven track record of developing and implementing successful customer retention and engagement initiatives based on proficiency in segmentation, customer data and behavioural triggers
    • Deep knowledge of CRM strategies, tools and implementation
    • Minimum 2 years of experience in leading and influencing co-workers and teams, showing your ability to drive performance, build relationships, and achieve outcomes through others in matrix or direct reporting structures
    • Experience from retail, preferably home furnishing sector, bringing industry-specific knowledge of customer behaviours, multichannel operations, and the unique dynamics of the retail environment
    • Experience in planning, driving output and measuring performance (business and people), including setting strategic direction, managing budgets, tracking KPIs, and using data-driven insights to continuously improve results and team effectiveness

    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!
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