CRM Proposition Leader – Customer Engagement & Loyalty

WHO YOU ARE
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 in customer acquisition and lead management? If so, we have the perfect role for YOU!
We are looking for a CRM expert to lead our approach towards more customer led and personalised communication and engagement; so that we can acquire, retain and develop many more business customers to IKEA. You will support markets in driving growth and brand positioning through developing and implementing CRM skills, tools and capabilities as part of the overall Customer Engagement & Loyalty Direction. You will need to have a strong customer mind-set with extensive customer acquisition and lead management experience, be able to work cross functionally with many different stakeholders and have a drive for results. You should have high competence within “Digital and Mobile Marketing” technologies and trends within customer and shopping behaviours. Plus solid knowledge and experience of Customer Engagement and Loyalty best practice and trends.
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 customer segments based on data signals, behaviour patterns, localization and previous interactions with IKEA across all channels.
• Knowledge of how to acquire customers and engage with them in a relevant and meaningful way across all brand interactions by recognizing the different stages of their experience journey.
• Knowledge of how to profile, model, analyse and report on all data, cross-channel, to gain insights for personalized marketing
YOUR RESPONSIBILITIES
As a member of the Customer Engagement & Loyalty team, you will lead the IKEA CRM value proposition framework, processes and associated customer offerings. With a focus on customer acquisition and customer & sales lead management, as part of the Customer Engagement & Loyalty Approach.
You will bring your CRM expertise and skills to unlock customer value from our data (more customers registering their interests and preferences) and to design more relevant and personalised offerings for customers to interact and engage with IKEA. Creating growth, deeper brand connections, build long lasting relationships and increase customer lifetime value.
You will also work closely with the CRM Hub Development Leader to identify and plan common CRM journeys and triggers to translate into campaigns and activities focusing on Customer Acquisition and Customer & Sales Lead Management. Also collaborating with key stakeholders within the Digital Product Teams, Customer and Commercial Activities teams.
Plus supporting markets with the skills, tools and methods to acquire multiple customer segments and generate, nurture and convert many more customer and sales leads.
In this role you will report to the CRM Proposition Team Leader and be based in Malmö, Sweden.
About the assignment
The CRM Proposition Leader will be responsible for developing and implementing the CRM customer proposition design, offerings and solutions for Customer Acquisition and Lead Management, as part of the overall Customer Engagement & Loyalty Approach and will:
• Lead the implementation of customer acquisition strategies and tactics as part of the Customer Engagement & Loyalty approach (CRM, IKEA Family & IKEA Business)
• Develop & implement skills, tools & ways of working for lead management capabilities (Including lead generation, managing customer & sales leads, developing prospects and conversion) to increase volume of quality leads and customer acquisition
• Support markets to identify gaps and growth opportunities to prioritise customer propositions and associated offerings in line with local potential for customer acquisition and lead management
• Provide subject matter expertise within CRM (with a focus on customer acquisition & lead management) 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 acquire, convert and engage customers to IKEA
• Provide subject matter support for the country teams within the area of CRM (with a focus on customer acquisition & lead management) as part of the overall Customer Engagement & Loyalty Approach and act as a speaking partner on a global basis
ABOUT THIS WORK AREA
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 personalized communications, engagement & loyalty. By developing, implementing and owning the Customer Engagement & Loyalty (CRM, IKEA Family & IKEA Business customer clubs) approach to acquire, retain and develop customers to IKEA. Building long lasting and meaningful customer relationships.
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. 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!