Customer Engagement and Loyalty Manager

Who you are
You are passionate about leading, inspiring, and developing a team of highly talented specialists that is being recognized for its contribution to the business. You appreciate the mix of strategic thinking and turning marketing trends into practice and is motivated to work agile and being open to the change. Of course, you also share and live the IKEA culture and values.
You have a deep knowledge and experience in Customer Engagement, Loyalty, and Marketing best practices and trends. You have a broad understanding of how to effectively integrate and combine mass and one-to one communication, traditional and digital media and how to offer tailored brand experiences with maximum impact at every consumer touchpoint. To manage customers' lifecycle and perform structured and effective actions to manage, select, relate, and impact customers' buying behavior, is something that you are used to in your previous roles.
To be successful in this role, it is important that you have the following capabilities and knowledge:
• How to profile, model, analyse and report on all data, cross-channel, to gain insights for personalized marketing
• How to target customers and manage real-time contextual interactions on individual basis using behavioral and predicted patterns throughout their experience with IKEA in all channels
• How to work with large volumes of digital data (structured and unstructured, internal, and external), utilizing mathematical modelling, optimization models and what-if simulations for the purpose of driving actionable business insights
Your responsibilities
In the role as Customer Engagement and Loyalty Manager you will drive growth and brand positioning by leading the expert hub for personalized communications and by developing, implementing, and owning the Customer Engagement (CRM and IKEA Family) approach. It is important to drive an open and sharing climate, being a role model of the IKEA values where our co-workers are informed, engaged, and empowered.
Job specific key tasks and responsibilities:
• Responsible for driving the development, implementation, and execution of the Customer Engagement Approach (including CRM and IKEA Family) as one of the biggest growth contributors for INGKA
• Lead the Customer Engagement strategy support towards the countries
• Implement a way of working with a set of tools and support countries to realize full potential of a fully utilized CRM program and IKEA Family customer club.
• Lead the expert hub for data driven 1:1 communications and engagement, all other personalized communications and actively push for improvement and innovation
• Support the definition of future needs for CRM, and co-ordinate the development, in close cooperation with Digital
• Request and manage new funding, and work with Procurement to lead the global sourcing of solutions.
• Develop and share best practices and learning content for Customer Engagement (including CRM and IKEA Family) through personalized marketing and loyalty management competence development in the countries together with Market Support Learning Developers
• Work across functions within INGKA Group and in good collaboration with other IKEA businesses