Customer Engagement Leader, IKEA North Asia

WHY YOU WILL LOVE US

We’re a diverse group of down-to-earth, straightforward people with a passion for home furnishing. We come from all over the world, but we share an inspiring vision: “to create a better everyday life for the many people”. How we realize this vision is based on our shared humanistic values. These values guide our work and build our inclusive, open and honest culture. It’s all based on a spirit of togetherness and enthusiasm. We work hard, but we have fun doing it. We’re always looking for people who share our positive attitude and values.

WHY WE WILL LOVE YOU

• You have 3-5 years’ experience in CRM/Loyalty, hands-on experience working with customer segmentation and delivery of engagement plans incorporating multiple customer touchpoints
• You have experience in working in an omnichannel environment, strategic with proven record of leading and implementing change (New mindset, ways of working etc) by managing cross-function stakeholders
• You have strong business acumen and commerciality, sensitive to market changes and constantly seeks for better ways to sell to our customers by being relevant and create the most adequate demand
• You are familiar with the concept and execution of personalization (communication and sales steering)
• You have proven record of consistently meeting agreed budgets, goals and deadlines
• You are self-reliant and motivated with a proven ability to work as part of a team as well as independently
• You are data-driven, track record of profiling customer segments leveraging data, worked with personas, good concept of channel mix
• You are familiar with various customer segmentation methodologies and experienced in measuring segments (growth, value, engagement effectiveness etc)
• You are a compelling communicator, both verbally and in writing

WHAT YOU WILL BE DOING DAY TO DAY

• Delivery of a mid-long term Customer Engagement Strategic Plan which is to be refined on a yearly basis. The Plan will adhere to the overarching Digital Transformation strategy and be the key contributor to achieve the mission of 360 Customer Profile, Omnichannel experience and Meeting our customers with relevance
• Define and establish a segmentation model that is relevant to the IKEA North Asia (IKNA) business and customer base. Ensure segments are mapped with all relevant customer data attributes so that they are well defined with full persona description
• Orchestrate amongst commercial units to deliver an aligned priority on segments to target/engage, aid the decision making process by providing prioritization dimensions and revisit segmentation attributes on a yearly basis to iterate the segmentation model when applicable
• Lead and drive the development of a comprehensive engagement strategy and action plan based on the prioritized segments, establish a SOP and model to measure the progress and effectiveness of such plan, optimize along the way
• Define metrics and methodology to measure segment growth and commercial value delivered via the engagement strategy
• Key responsible for the defining and scoping of IKNA’s One Customer Profile, consolidate data needs and use cases from various commercial functions to select data attributes to build the 360 Customer Profile. Represent business owners for solution playback to ensure customer data products designed and delivered answer business needs, are sustainable and of high quality
• Proper governance and enhance the level of personalization for customer engagement. Ensure personalization is well integrated into the end-to-end customer journey across touchpoints leveraging all relevant data points to deliver as seamless as possible an omnichannel customer engagement, which ultimately should translate into commercial value for the business
• Constantly evaluate the need for new customer data points based on the customer engagement strategy, work closely with Data Build team to enable collection and proper processing of such data points, secure data quality and build use cases with respective business units to implement effective data activation measures
• Serve as product owner of IKNA’s personalization tools (Hong Kong & Taiwan), consistently push for internal product adoption and maximize commercial return. Support business units in building and executing use cases, regular evaluation and share learnings to enhance IKEA’s relevance when engaging with customers throughout the end-to-end customer experience journey

TOGETHER AS A TEAM

Be responsible for driving IKEA North Asia’s Digital Transformation agenda, with the aim to future-proof the IKEA North Asia business model via end to end digitalization across the customer journey, digital technology/solution adoption across business functions, enabling and equipping the organization to maximize data usage and potential

STAFF BENEFITS

Annual Fixed Bonus, Discretionary Bonus, 5-Day Work Week, 17 days Public Holiday, Paid Leave (Paid Annual Leave, 14 weeks Maternity Leave, 5 days Paternity Leave, 1 week Marriage Leave), Employee Medical Coverage, Non-Contributory Retirement Plan, Staff Purchase Discount, Birthday Coupon, Referral Bonus, Excellent Career Path

Personal data collected will be kept and handled confidentially by authorized personnel for recruitment purposes only. It might also be disclosed to our subsidiaries, associates and agencies authorized to process the information for appointment. The Company will retain the applications of candidates not selected for a maximum period of 24 months after the selection process is finalized. Our Personal Information Collection Statement (PICS) is available at our career site and can be provided upon request by contacting our People and Culture Department. Applicants not heard from us within six weeks may consider their applications filed for future reference. 

To understand more about IKEA, please visit our company website at www.IKEA.com.hk