CRM Hub Development Leader

WHO YOU ARE
Are you an expert in the field of CRM for marketing and activation?
Do you know how to set up and manage multi-channel CRM campaigns and journeys?
Do you want to lead the development of our Common CRM Hub, supporting customer engagement across all markets?
If so, we have the perfect role for YOU!
We are looking for a senior leader within the field of CRM for marketing and activation, that will lead the operation and development of the Ingka CRM Hub. Leading a small internal team and a bigger agency team providing marketing automation services, you will serve the CRM needs of 30+ countries. Partnering with our digital product teams to secure the appropriate skills, tools and capabilities to plan, develop and execute multiple CRM campaigns and customer trigger programs for both private and business customers.
To be successful in this role, it is important that you have the following capabilities and knowledge:
• Proven track record in agency management, leading cross functional teams, a drive for results and have a service mind-set towards our countries.
• High competence within Digital and Mobile Marketing technologies and trends within customer and shopping behaviours.
• Knowledge and experience of Customer Engagement, CRM and Loyalty best practice and trends.
YOUR RESPONSIBILITIES
About the job:
As a member of the Customer Engagement & Loyalty Leadership team, you will lead the operation and development of the Ingka CRM Hub. You will support the implementation of the Customer Engagement & Loyalty Approach within markets, through the operational planning, development and execution of Common Customer Trigger and Commercial Calendar led journeys, programmes and communication.
You will bring your expertise and skills in CRM, digital marketing and agency management to acquire, retain and develop private and business customers to IKEA. Working closely with the CRM Proposition, Digital Product and Country teams. Building a close co-operation, new ways of working and partnership with our countries and be responsible for the performance of the CRM Hub deliveries.
In this role you will report to the Customer Engagement & Loyalty Manager.
About the assignment:
The CRM Hub Development Leader will be responsible for leading the operation and development of the Ingka CRM hub to support growth and customer engagement through common CRM activities. Leading to increasing customer life-time value and long-lasting customer relationships. They will:
• Lead the CRM Hub team and External Agency partner for the continuous development and operation of the Ingka CRM Hub to serve the needs of 30+ countries
• Establish and maintain ways of working on common CRM needs between the Ingka CRM Hub, CRM Proposition Team, Countries and Digital Product Teams
• Partner with the Digital Product teams to continuously improve ways of working with and the further development of the common technical platform
• Manage the operations (planning, orchestration & execution) of all common 1 to 1 digital communication with selected global agency partner and technical campaign management solution on behalf of all countries
• Set and manage the business rules for common trigger journeys and programmes, together with markets and the Customer Engagement & Loyalty team
• Act as contact person for all markets, technology partners and operators and the digital unit to set up the Ingka CRM Hub structure and ways of working
• Be responsible for the performance of the Ingka CRM Hub deliveries in close partnership with the digital product and country teams, ensuring continuous optimisation, improvements and budget management
TOGETHER AS A TEAM
Market Support: we have a mission to enable extraordinary growth by supporting the markets in a new era of meeting the customer. We will empower the markets to realize a simple, unique, and seamless meeting. We will provide our markets with economy of scale and exceptional quality in common solutions for all. We will organize for efficiency and effectiveness.
Customer Engagement: our task is to drive growth and brand positioning by leading the expert hub for CRM, Loyalty, Personalized Communications and Engagement across 30 diverse countries. We develop and implement the Customer Engagement & Loyalty approach (CRM, Loyalty, B2B, IKEA Financial Services) to acquire, retain and develop customers to IKEA.
The IKEA Group: is a world leader in the home furnishing business. We are a values-driven company with a passion for life at home. Our vision is to create a better everyday life for the many people. The IKEA Group operates in 43 countries and our retail operations include 321 IKEA stores in 28 countries.
QUESTIONS AND SUPPORT? LET'S CONNECT!
You see things a little differently. So do we. We believe that what you value is more important than what your CV says. We offer positions that will challenge your skills and let you grow. Come see things a little differently with us.
Please note that we will be interviewing continuously, which means that we may close the application process earlier than stated if we find the right candidates. So do not delay, please send us your application in English.
If you have any questions about the recruitment process please contact the Recruiter, Ami Ka Ling Hui at ami.hui@ingka.ikea.com.
Welcome with your application!