WHO YOU ARE
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.
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.
OUR TEAM WITHIN IKEA
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!