Customer Engagement & Loyalty Manager

Why we will love you

• You have formal qualifications in Marketing, Business intelligence or equivalent.
• You have a minimum 10 years of experience in Loyalty programs and delivering results and a minimum 5 years of experience in leading and influencing co-workers and teams.
• You attract, retain and engage customers to maximize loyalty and customer lifetime value while driving business growth and contributing to overall success through collaboration.
• You have a deep knowledge of 1:1 marketing, CRM, loyalty programs and concepts.
• You have a deep knowledge of drivers for customer engagement and customer behaviour in the Retail Market by applying a customer first mindset.

Your responsibilities

• 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 co-workers 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 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.
• Support all initiatives within and outside commercial included in the agreed communication plan.

Our team is the voice of IKEA. We use words, pictures and videos to tell the story about IKEA, to build our brand and inspire people with our offer. We bounce ideas back and forth, we challenge each other and we are crazy passionate about communication. Of course we're also the ones who make sure to keep all our fellow co-workers informed, engaged and connected in a constantly changing business environment.

Why you will love us

Here at IKEA, we want to ensure that we are creating a better everyday life for the many people, including our co-workers. We also believe that a job should be so much more than a job. That's why we focus on having an inclusive work environment where we celebrate your uniqueness, live our values, and ensure that we walk the talk when it comes to co-worker development. In addition, we offer a comprehensive Total Rewards package to all co-workers including:
• Wellness days (in addition to your vacation days!)
• Extended health, dental, and vision coverage (for you and your family)
• RRSP with IKEA contribution matching options
• Eligibility for our annual IKEA bonus incentive plan
• Flexible spending account
• Life insurance
• Merchandise and restaurant discounts (plus free drinks and different healthy meal options in the co-worker restaurant, where available)
• Parental leave
• Bereavement leave
• Employee assistance program (that helps you support your mental, physical, and financial wellbeing)


P.S. In the IKEA world, this position is officially referred to as: Customer Engagement & Loyalty Manager and it is a temporary 18-month contract.
The starting rate/ salary for this position ranges from 102,000 CAD to 140,250 CAD and will be based on relevant work experience.