Customer Engagement

Who you are

As the Customer Engagement & Loyalty Leader your focus lies on attracting, retaining and engaging customers with IKEA and especially to our customer clubs IKEA Family + IKEA Business Network. Your aim is to maximize loyalty and customer lifetime value.

What's in your backpack:

- Completed degree, ideally in Marketing/Communications or a comparable education.
- Professional experience as Project Manager in Marketing, preferably in the area of CRM/Loyalty.
- Exceptional project and stakeholder management skills, a structured, and a self-organized way of working. Ability to set expectations and provide clear direction, putting the customer at the centre.
- Experience in cross-functional collaboration with excellent communication and interpersonal skills to be able to build trustful relationships.
- Experience of implementing long-term strategic plans, managing budgets, and following up on goals through KPI’s.
- Open personality with a high degree of initiative, creativity, teamwork, and a customer-centric thinking.
- A strong passion for people, home furnishing and the IKEA brand.
- Fluent German and advanced English skills - any other language a plus.

**Responsibilities**:

- Act as a member of the Marketing team and proactively contribute to marketing plan/output in order to deliver to the common objectives and goals
- Responsible for driving the acquisition of new IKEA Family and IKEA Business Network members, developing, and executing engagement programs, and leading the benefits and rewards to enhance the member lifetime value
- Contribute to the development and implementation of the country engagement strategy that contributes to the overall marketing objectives, and is aligned with country digital customer framework and global engagement direction
- Responsible to define and drive local IKEA Family and IKEA Business Network benefits and initiatives
- Responsible for briefing CRM hub on common content needs for multiple customer groups as well as relevant data compliance needs
- Responsible for managing local process (including agency partner) for market relevant trigger executions, securing highest standards in data compliance and execution
- Responsible for supporting local stores to grow and develop their member base through identification and engagement, ensuring we have good quality data to use in our marketing activities
- Leverage performance indicators (in cooperation with insights and analytics functions) within commercial and beyond, identifying needs/gaps that need to be closed to achieve business and marketing objectives
- Actively cooperate with all key stakeholders within commercial and beyond to secure integration, common focus and maximize impact

About this work area

Our team is the voice of IKEA. We use words, pictures and videos to tell the story about IKEA, to build our brand and inspire people with our offer. We bounce ideas back and forth, we challenge each other and we are crazy passionate about communication. Of course we’re also the ones who make sure to keep all our fellow co-workers informed, engaged and connected in a constantly changing business environment.

There are many ways to say, “thank you”. The benefits from IKEA are part of that and benefit you too

Besides 15% staff-discount you benefit from 28 holidays (based on 100%), eight weeks paternal leave, four months maternal leave, contributions to public transport tickets or free on-site parking, full access to the LinkedIn Learning platform, discounted meals in the staff canteen, and the IKEA bonus system.

At IKEA you find endless opportunities to develop yourself. We support our co-workers, who are interested, to change teams or roles and to realise their ideas.

After a first selection we will contact you and - if we think there might be a match - discuss the next steps.