CRM & Loyalty Manager
Zaventem (Weiveldlaan 19), VBR, BE
4 dagen geleden


Your main responsibility is to lead the Customer Engagement team (CRM & Family) to attract, retain and engage customers to IKEA as well as to maximize loyalty and customer lifetime value.

You are motivated by increasing customer value and customer satisfaction by applying a customer first mindset. You are driven by the IKEA culture and values.

Driving business growth and contributing to overall success of IKEA through collaboration gives you energy. You are passionate about understanding the behaviours of the many people, the local Life at Home and current Home Furnishing trends.

You strive towards finding new ways through cocreation with colleagues and other IKEA units.

Competences :

Curious about the power of loyalty programs and their impact on business performance, customer engagement and brand metrics.

You are able to prioritize and perform with quality and speed. You have strong project and campaign management and coordination skills.

You are creative with the ability to create relevant customized direct communication.

You have a Customer-first and commercially-oriented mindset that finds the sweet spot where customer and business needs meet.

You have strong interpersonal skills with the ability to build trustful relationships with internal and external stakeholders.

You have the ability to monitor performance and formulate learnings and recommendations for improvement.

You are experienced in working with Salesforce, Responsys or similar advanced campaign management tools.

You have a good knowledge of English and French or Dutch

Experience in the retail industry, home furnishing and / or a B2C environment is a plus.

Experience with data enrichment technology like a DMP is a plus.


  • Act as a member of the Marketing Management team and proactively contribute to marketing plan / output in order to deliver to the common objectives and goals
  • Responsible for leading Customer Engagement Specialist and Analyst, and driving the totality of the IKEA family offer and CRM in the market
  • Develop and implement the country engagement strategy that contributes to the overall marketing objectives, and is aligned with country digital customer framework and global engagement direction
  • Identify and drive the strategic contribution from multiple customer groups (e.g. eCommerce, IKEA Family, IKEA Business) to deliver to business goals
  • Responsible to define local IKEA Family benefits and other loyalty programs / customer clubs (e.g. IKEA Business)
  • Responsible for briefing Global CRM hub on common content needs for multiple customer groups as well as relevant data compliance needs
  • Responsible for identifying and developing local content to fill gaps in the common CRM customer offerings and journey
  • Responsible for managing local process (including agency partner) for market relevant trigger executions, securing highest standards in data compliance and execution
  • Lead matrix of store based FAMILY co-workers to maximize FAMILY impact in stores with special focus on new member recruitment and member identification
  • Be an active player in driving an open and sharing climate, be a role model of the IKEA values, and contribute to the transformation of IKEA
  • Leverage performance indicators (in cooperation with insights and analytics functions) within commercial and beyond, identifying needs / gaps that need to be closed to achieve business and marketing objectives
  • Actively cooperate with all key stakeholders within commercial and beyond to secure integration, common focus and maximize impact
  • Contribute to the integrated multichannel development through implementing 1 : 1 marketing in order to contribute to the business goals

    We are the ones meeting our customers in our stores, online, in our catalogue and beyond. We have knowledge of the IKEA product range, local markets and customer needs and we constantly find new ways of making real connections with our customers to maximize sales and profitability.

    Together with thousands of colleagues around the world we’re a diverse team working for the continued global success of the IKEA Concept a concept that helps millions of customers create a better everyday life!

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