Loyalty Communication Specialist, Ikano Retail

hace 4 semanas

Ciudad de México IKEA A tiempo completo

**Company description**
The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Singapore, Malaysia, Thailand and Philippines - and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.

We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.

We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.

**Job description**
- Work with Loyalty and CRM manager to build and constantly improve regional loyalty programs which consist of IKEA Family, småles, a teenager loyalty program and a subscription IKEA Family scheme using data, business insights and customer feedback to drive traffic, purchases and engagement.
- Leverage on the country and store teams to drive member acquisition and engagement through in store, online, roadshow, events to ensure a stable growth of the member base and a healthy number of contactable members for marketing purposes.
- Partner with Inter-IKEA/CBF technical stakeholders to implement necessary enhancement to Loyalty and Marketing system and automation process for targeting and retargeting work.
- Collaborate with analytics agency, BI teams and Country Marketing Managers for data exchange, enhancement of reporting dashboard, test, monitor result and provide feedback for different analytics models to increase the engagement and purchase propensity.
- Execute campaigns to drive the Loyalty KPIs in conjunction with the Country Inspiration and Communication teams, optimize setup in the system to follow the customer lifecycles including on-boarding and 1st purchase, stretch spend, drive returned visits, reward and recognition, and early win-back.
- Monitor, update and secure functionality of the CRM system upgrade, security-gap bridging, stable integration with various internal and external systems/platforms.
- In day to day work, ensure full compliance with Personal Data Protection Act regulations and Ikano Retail policies with respect to collection, handling and storage of members’ data.
- Be the go-to loyalty buddy for CCC and CR co-workers in resolving special customer enquiries and closing any knowledge gap in the system and processes.
- Contribute to projects that will contribute to the development of IKEA retail operations (i.e. global, Ikano Retail, country or local initiatives) as well as in the new store/market expansion.
- Take charge in all administrative matters relating to budgeting, reconciliation with Finance teams, and re-forecasting assignments on the loyalty and CRM budget for Ikano Retail.

**Qualification**
Motivation:

- Highly self-motivated with a passion for Loyalty programs and CRM.
- Continually looking for ways to improve the business & people together.
- Strong communication appetite that inspires others to act in the same way.
- Highly collaborative with a strong sense of ‘togetherness’ to achieve the goal.
- Inspirational in how you communicate and engage others in your work.

Knowledge:

- Proficient in Microsoft Excel, Microsoft Powerpoint, Microsoft Dynamics CRM 365 or any equivalent tool
- Have experience in big data, data cleansing, data management, report and dashboard.
- Portrait a fair understanding in Customer Relationship Management (CRM), loyalty program and targeted marketing.
- Be comfortable with IT systems and Finance processes.
- An understanding of the retail business, with a focus on the IKEA store, life at home, design and home furnishing.
- IKEA Concept and IKEA Brand (brand values, copy and visual identity, and tone of voice).
- Trend and technology advances.
- At least 3 years Loyalty and CRM experience in retail or relevant agency.

Capabilities:

- To support and challenge the Loyalty agenda for the region.
- To develop tactical plans and follow-up on goals with agility as needed.
- Ability to prioritise and organise my work and influence/guide the work Country Loyalty Specialists and LMCs.
- Ability to engage the receiver and create passion for your plans.
- Ability to influence your peers and matrix partners.
- To be able to analyse the performance of communication solutions and take actions to, as needed, optimise performance.
- To develop strong collaborations across the SEA region.
- To communicate your plans in a clear, simple and engaging way.
- Clear problem-solving capabilities and an agile approach in challenging situations

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