CRM Proposition Team Leader

WHO YOU ARE
Know how to lead and inspire a diverse team of CRM (Customer Relationship Management) subject matter experts?
Do you know how to acquire, retain and develop both private and business customers to interact, shop and engage with IKEA across 30 countries?
Do you want to lead the development of new CRM capabilities for Private and Business customers, plus Financial Services, as part of one the big growth drivers for IKEA?
If so, we have the perfect role for YOU!
We are looking for a senior Team Leader that will lead a team of 4 CRM experts and be responsible for our total approach towards acquisition, retention, and development of Private and Business customers to IKEA across 30 countries. You will lead the team to develop and implement CRM skills, tools and capabilities as part of the overall Customer Engagement & Loyalty Framework, including new business areas like IKEA Financial Services. You should have a strong customer mind-set to work and lead cross functionally to develop our capabilities within Digital Customer Engagement, Loyalty Management and B2B CRM.
To be successful in this role, it is important that you have the following capabilities and knowledge:
• Proven track record in leading a diverse team of subject matter experts towards customer acquisition, retention and development based on based on data signals, behaviour patterns, localization and previous interactions with IKEA across all channels.
• Knowledge of how to acquire, convert and retain 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 and experience of leadership within a global or regional matrix CRM organisation, including stakeholder management, cross functional product team and agile ways of working.
YOUR RESPONSIBILITIES
As the CRM Proposition Team Leader, you will lead and develop a high performing CRM proposition team. Delivering skills, tools and solutions to create personalised offerings for both private and business customers, with the goal to acquire, retain and develop more customers to IKEA. You will also support new business areas like IKEA Financial Services with CRM subject matter expertise and solutions.
You will partner with the CRM Hub Development Leader, to translate customer acquisition, retention and development strategies into common CRM activities across 30 countries. Through developing close collaboration and ways of working between the CRM Proposition Team and Digital Product teams, Customer Experience and Selling teams. Supporting and upskilling 30 countries within CRM through providing common skills, tools and methods.
In this role you will be based in Malmö, Sweden and will report to Aaron Mitchell, Customer Engagement & Loyalty Manager in Market Support.
The CRM Proposition Team Leader will be responsible for leading, coaching and developing a high performing customer proposition team. They will own the development and implementation of our customer propositions to acquire, retain and develop both private and business customers to IKEA; as part of our overall Customer Engagement & Loyalty Approach. The CRM Proposition Team Leader will:
• Lead a team of 4 direct reports (CRM Proposition Leaders) to develop & implement skills, tools & ways of working with CRM across private and business customers (including sales lead management, customer life cycle and customer life-time value). Plus new business opportunity areas like IKEA Financial Services.
• Lead the development and implementation of strategies, tools and methods for private and business customer acquisition, retention and development (increase registered customers, reduce customer churn & maximise customer lifetime value IKEA)
• Lead the ways of working and collaboration between the CRM Customer Offering team and the central CRM Hub, to translate acquisition, retention and development strategies into common CRM activities
• Lead the collaboration between the CRM Proposition team and the Digital Product Teams, securing subject matter expertise, business impact ownership and ways of working
• Contribute to the expert hub for customer engagement & loyalty, by scaling proven solutions of insight led offerings that attract, retain and develop business customers to IKEA
• Provide subject matter support for the country teams within the area of CRM for private and B2B customers and IKEA Financial Services CRM as part of the overall Customer Engagement & Loyalty Direction 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: 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!
If you have questions regarding the recruitment process, please feel free to contact the Recruiter Ami Ka-Ling Hui at ami.hui@ingka.ikea.com.
We look forward to receiving your application in English as soon as possible. Please note that we will be reviewing applications and interviewing on a continuous basis.
For us at IKEA, work/life balance is important, and in Sweden, it's common to take 3-4 weeks of annual leave during the period Mid-June to Mid-August to spend time with family and loved ones. Due to this, we kindly ask you to expect that this recruitment process may take a bit longer than it normally would do.
Warmly welcome with your application!