Crm Leader - Ikea Business
Ikea Retail Services AB / Organisationsutvecklarjobb / Malmö
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Are you an expert in the field of CRM (Customer Relationship Management)?
Do you know how to create relevant and personal reasons for Business to Business customers to interact and engage with IKEA?
Do you want to be part of our journey towards creating new CRM capabilities for Business to Business, as part of one the big growth drivers for IKEA?
If so, we have the perfect role for YOU!
We are looking for a senior B2B CRM expert to lead our approach towards more customer led and personalised communication and engagement; so that we can acquire, retain and develop many more business customers to IKEA. You will support markets in driving growth and brand positioning through developing and implementing CRM skills, tools and capabilities as part of the overall Customer Engagement Framework. You will need to have a strong customer mind-set with extensive business to business experience, be able to work cross functionally with many different stakeholders and have a drive for results. You should have high competence within "Digital and Mobile Marketing" technologies and trends within business customer and shopping behaviours. Plus solid knowledge and experience of Customer Engagement, Loyalty and B2B Marketing best practice and trends.
To be successful in this role, it is important that you have the following capabilities and knowledge:
• Knowledge on how to tailor and execute promotions primarily for business customer segments based on data signals, behaviour patterns, localization and previous interactions with IKEA across all channels.
• Knowledge of how to acquire, convert and retain customers and engage with them in a relevant and meaningful way across all brand interactions by recognizing the different stages of their experience journey.
• Knowledge of how to profile, model, analyse and report on all data, cross-channel, to gain insights for personalized marketing
YOUR RESPONSIBILITIES
As a member of the Customer Engagement team, you will lead the IKEA Business value proposition framework, processes and associated customer offerings to acquire, retain and develop business customers, as part of the Customer Engagement Framework. You will bring your B2B CRM expertise and skills in how we can create more relevant and personalised offerings for business customers to interact and engage with IKEA. Driving growth, a closer brand connection, build long lasting relationships and life time value.
You will also work closely with the CRM Hub Development Leader to identify and plan common B2B CRM journeys and triggers to translate into campaigns and activities. Also collaborating with key stakeholders within the Digital Product Teams, Customer and central IKEA Business teams. Supporting markets with the skills, tools and methods to acquire, retain and develop multiple business customer segments.
In this role you will report to the CRM Team Leader - Customer Offerings.
About the assignment
The CRM Leader - IKEA Business will be Responsible for developing and implementing the CRM customer proposition design, offerings and solutions for IKEA for Business customer groups, as part of the overall Customer Engagement Approach and will:
• Lead the design and implementation of IKEA for Business customer value proposition to acquire, retain and develop registered IKEA for Business customers
• Develop & implement skills, tools & ways of working with CRM for IKEA Business across customer & sales lead management, customer life cycle and customer life time value
• Lead the development and implementation of strategies, tools and methods for business customer retention and development (reduce customer churn & maximise customer lifetime value IKEA)
• Provide subject matter expertise within B2B CRM for the relevant digital products for IKEA Business
• Contribute to the expert hub for B2B 1:1 communication and engagement, by scaling proven solutions of insight led offerings that attract, retain and develop business customers to IKEA
• Provide subject matter support for the country teams within the area of B2B CRM as part of the overall Customer Engagement Framework and act as a speaking partner on a global basis
ABOUT THIS WORK AREA
Market Support: we have a mission to enable extraordinary growth by supporting the markets in a new era of meeting the customer. We will empower the markets to realize a simple, unique, and seamless meeting. We will provide our markets with economy of scale and exceptional quality in common solutions for all. We will organize for efficiency and effectiveness.
Customer Engagement: our task is to drive growth and brand positioning by leading the expert hub for personalized communications and engagement. By developing, implementing and owning the Customer Engagement (CRM, IKEA Family & IKEA Business customer clubs) approach to acquire, retain and develop micro and small business customers to IKEA.
The IKEA Group: is a world leader in the home furnishing business. We are a values-driven company with a passion for life at home. Our vision is to create a better everyday life for the many people. The IKEA Group operates in 43 countries and our retail operations include 321 IKEA stores in 28 countries.
QUESTIONS AND SUPPORT? LET'S CONNECT!
You see things a little differently. So do we. We believe that what you value is more important than what your CV says. We offer positions that will challenge your skills and let you grow. Come see things a little differently with us.
Please note that we will be interviewing continuously, which means that we may close the application process earlier than stated if we find the right candidates. So do not delay, please send us your application in English today.
Publiceringsdatum2020-02-05Så ansöker duSista dag att ansöka är 2020-02-16
Klicka på denna länk för att göra din ansökanAdressIKEA Retail Services AB
Älmhultsgatan 2
21586 Malmö
Omfattning Detta är ett heltidsjobb.
Arbetsgivare Ikea Retail Services AB (org.nr 556661-0886)
Älmhultsgatan 2 (
visa karta)
215 86 MALMÖ
Jobbnummer 5080004
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