Who you are

Are you passionate about Customer Loyalty and Loyalty Programs? Do you know how to create engaging communication that attracts and retains customers, supporting IKEA in developing long term relationships with members of IKEA Family & IKEA Business Network?

Do you want to be part of our exciting journey towards transforming the ‘largest loyalty programs’ in the world’ into the ‘BEST loyalty programs’ in the world!’? If so, we have the perfect role for YOU!

We are looking for a senior Customer Loyalty / Loyalty Program expert to lead our visual identity and communications framework to bring our unique member value propositions to both new and existing members. You will have world class communication skills and are able to identify communication and content needs throughout the customer and member experience. Helping us to get to know every member’s life at home (or work) preferences, needs and wants, providing relevant and highly personalised member communication and content to all our members around the world!

You will need to have a strong customer mind-set, be able to work cross functionally with many different stakeholders and have a drive for results. You should have high competence within Communication, Digital and Mobile Marketing technologies and trends within customer and shopping behaviors. Plus, solid knowledge and experience of Customer Engagement, Loyalty and Marketing best practice and trends.

To be successful in this role, it is important that you have the following capabilities and knowledge:

• Knowledge of how to acquire and retain members and engage with them in a relevant and meaningful way across all brand interactions by recognizing the different stages of their experience journey.

• Knowledge on how to tailor and execute communication and content based on analytics and insights of previous member interactions with IKEA across all channels.

• Knowledge of member lifetime value and management, including how to increase engagement through more relevant and personalised communication.

Your responsibilities

As a member of the Customer Engagement team within growth & marketing, you will lead the IKEA Family and IKEA Business Network visual identity, communication, and engagement framework to acquire, retain and develop members, as part of the Customer Engagement Approach. You will support markets in driving growth and brand positioning through developing and implementing both programs visual identity, communications and engagement framework with the appropriate skills, tools, and capabilities.

You will bring your expertise and skills creating compelling member communication and engagement while demonstrating how this can drive brand positioning, growth and increase member lifetime value. You will also work closely with key stakeholders within Growth & Marketing, Group Digital, Sales Activation & Steering, Home Furnishing, Sustainability and Country Teams.

Job specific key tasks and responsibilities:

• Lead the implementation of IKEA Family & IKEA Business Network’s visual identity and communication framework and integration into the overall Customer Engagement approach

• Develop and implement skills, tools, and ways of working with IKEA Family & IKEA Business Network communication and member engagement including securing a strong integration with campaigns and key activities

• Support markets with how to work with and integrate loyalty communication and member engagement to increase recruitment, engagement, and lifetime value

• Provide subject matter support for the country teams within the area of communication, visual identity and engagement for IKEA Family & IKEA Business Network and act as a speaking partner on a global basis

This is a permanent position located in Malmö Sweden, and you will report to Loyalty Manager.

About this work area

In Customer Engagement & Loyalty we create and deepen personal customer relationships by developing a relevant membership offering and orchestrating direct communication and experiences. We contribute to growth by defining the INGKA loyalty strategy, providing Business Intelligence, innovating new ways of engagement, and defining new business opportunities.

Apply now!

If you have questions regarding the recruitment process, please get in touch with Sofie Skarlöv at [email protected].

We look forward to receiving your application and will review candidates continuously, so please submit your application as soon as possible but latest 29th of June 2024.

Warm welcome to apply!