Customer Engagement Leader- Loyalty

Job Description

Company description 
Retail Concept is assigned to protect, expand, and develop the IKEA Concept and the IKEA Brand in existing and new markets. This includes sharing IKEA knowledge and learning across the Franchise System. Additionally, we also work with the development of solutions that will ensure a unique and successful meeting with existing and new IKEA customers. 

We are looking for creative problem solvers with strong leadership skills and passion for developing the IKEA Concept and ensuring its successful implementation in existing and new markets. Do you want to be a part of bringing our business agenda to life for our 12 franchisees?

About the Job
As an Customer Engagement Leader, you will be responsible to develop a holistic approach for IKEA to engage with people and build lifelong relations through connected frameworks including principles, guidelines, tools, learning solutions and enablers for business impact across IKEA. Including leading the development to expand our loyalty proposition both for B2C and B2B in areas such as benefits & rewards framework, visual look and feel and beyond. 

You will be responsible to define concept and business requirements to safeguard the IKEA Concept and the IKEA Brand in the context of Customer Engagement, Loyalty and Personalization.

As content owner, you will initiate and define the content topics, develop and continuously improve modular topic reviews that enable retailers to evaluate their operations and the impact on the customer experience with all related principles, guidelines, and good examples to share across the IKEA value chain and provide expertise for the creation of learning offers/solutions, enabling IKEA people to optimise the retail system.

Your team
Together with your close colleagues in Customer Experience and Engagement team you are working with the overall Customer Experience Management framework providing thoughtful and meaningful customer experience at each moment of interaction that results in many happy and loyal customers. You will work in close collaboration with all franchisees, with Ingka as the main partner and be responsible for assigning development initiatives to franchisees under development assignment approach and collaborate with and support retailers and key stakeholders in the agreed business initiatives.

To be successful in this role, the following knowledge, skills and experiences would be valuable 

• Senior recent experience from developing and leading Customer Loyalty Management 

• You have deep understanding of what drives Customer Engagement and how to create long lasting relationships with consumers, customers, and others in local communities.

• In-depth knowledge of Customer Loyalty and the role it can play in strengthening the relationship between IKEA and our customers.

• Good and recent knowledge and experience in IKEA trademark companies.

• Interdependent leadership across organizations' delivering results through others. You have the ability to express a clear vision, create engagement and drive impactful customer experiences and solutions.

• Strategic and analytical skills turning intelligence and insights into tangible actions. Creative leadership with the ability to make complex tasks and processes understood and actionable.

• Ability to lead, inspire, engage, and co-create with others, enabling forward looking continuous concept development.

• Capability to build a knowledge sharing network to enable constant learning in the total IKEA system. Capability to build engage trustful and sustainable relationships with stakeholders, business partners and franchisees.

Additional Information

This role is full-time (40 hours per week), based in Malmo Sweden or Delft Netherlands. This role sits in Retail Experience and reports to Experience and Engagement Manager. If you have any questions about the role, feel free to reach out the recruiter, Linnea Dietrichsson. Interested? Submit your CV in English, by latest January 6th 2025.