CRM Proposition Leader

WHO YOU ARE
Are you an expert in the field of CRM (Customer Relationship Management)?
Do you know how to create relevant and personal reasons for customers to interact and engage with IKEA?
Do you have a solid track record of CRM within the Financial Services industry?
If so, we have the perfect role for YOU!
We are looking for a CRM expert to lead our approach towards acquiring, retaining and developing customers for our Financial Services offer. You will need to have a strong customer mind-set with experience from financial services products and services, be able to work cross functionally with many different stakeholders, supporting our many markets and have a drive for results.
To be successful in this role, it is important that you have the following capabilities and knowledge:
• Knowledge on how to tailor and execute communication, offers and promotions primarily for financial customer segments.
• Knowledge of how to acquire, retain and develop customers and engage with them around financial services.
• Knowledge of how to profile, model, analyse and report on all data, cross-channel, to gain insights for personalised marketing.
YOUR RESPONSIBILITIES
About the job:
As a member of the Customer Engagement & Loyalty team, you will lead the CRM proposition framework, processes and associated customer offerings for our new business area of IKEA Financial Services.
You will bring your CRM expertise and skills to create quality leads and acquisition, retention & development for our IKEA Financial Services by designing more relevant and personalised propositions. Creating growth, deeper brand connections, build long lasting relationships and increase customer lifetime value.
You will also work closely with the Financial Services team, the CRM Hub Development Leader, IKEA Loyalty team, Digital Product and Commercial Activities teams to identify and plan common CRM journeys and triggers to translate into campaigns and activities for IKEA’s Financial Services offer.
Plus supporting markets with the skills, tools and methods to engage and inspire multiple customer segments around our Financial Services offer.
In this role you will report to Sara Terborn, CRM Proposition Team Leader.
About the assignment:
The CRM Proposition Leader will be responsible for developing and implementing the CRM customer proposition design, offerings and solutions for IKEA Financial Services, as part of the overall Customer Engagement & Loyalty Approach and will:
• Lead the creation and implementation of customer propositions and tactics for Financial Services as part of IKEA’s Financial Services strategy and connected to the Customer Engagement & Loyalty direction (CRM, IKEA Family & IKEA Business)
• Develop & implement skills, tools, capabilities & ways of working needed to generate quality leads to acquire and to retain customers for IKEA’s Financial Services and engage throughout the customer journey and lifecycle.
• Support markets to identify gaps and growth opportunities to prioritise customer propositions and associated offerings in line with local potential for Financial Services.
• Provide subject matter expertise for CRM within IKEA Financial Services for the relevant digital products.
• Contribute to the expert hub for 1:1 communication and engagement, by scaling proven solutions of insight led offerings that convert and engage customers to IKEA Financial Services
• Provide subject matter support for the country teams within the area of CRM for Financial Services as part of the overall Customer Engagement & Loyalty Approach and act as a speaking partner on a global basis.
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 & Loyalty: our task is to drive growth and brand positioning by leading the expert hub for personalised communications, engagement & loyalty. By developing, implementing and owning the Customer Engagement & Loyalty (CRM, IKEA Family, IKEA Business Network & IKEA Financial Services) direction to acquire, retain and develop customers to IKEA. Building long lasting and meaningful customer relationships.
IKEA Financial Services: we want to democratise Financial Services for a more affordable and convenient life at home and work of the many. We are moving from supporting our customers with a one-time transaction, to become their lifelong partners for their finances for home.
QUESTIONS AND SUPPORT? LET'S CONNECT!
We look forward to receiving your application in English. Please note that we will be reviewing applications and interviewing on a continuous basis.
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.
Warmly welcome with your application!