CRM Team Leader - Customer Offerings
Ikea Retail Services AB / Organisationsutvecklarjobb / Malmö
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Know how to lead and inspire a diverse team of CRM (Customer Relationship Management) subject matter experts?
Do you know how to acquire, retain and develop both private and business customers to interact, shop and engage with IKEA?
Do you want to be part of our journey towards creating new CRM capabilities for Private and Business customers, 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 Team Leader that will lead a team of 3 CRM experts and be responsible for our total approach towards acquisition, retention and development of private and business customers to IKEA. You will lead the central CRM Customer Offering team to 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 leadership 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 and private 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:
• Proven track record in leading a diverse team of subject matter experts towards customer acquisition, retention and development based on 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 the CRM Team Leader you will be responsible for leading the customer offerings team to develop and implement the value proposition framework, processes and associated customer offerings to acquire, retain and develop private and business customers, as part of the Customer Engagement Framework. You will bring your leadership capabilities and CRM expertise, to lead and develop a high performing team to deliver skills, tools and solutions in how we can create more relevant and personalised offerings for both private and 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 translate our customer acquisition, retention and development strategies into common CRM activities. You will also develop close collaboration and ways of working between the CRM Customer Offering team with the Digital Product teams, Customer team and Selling teams. Supporting markets with the skills, tools and methods to acquire, retain and develop multiple private and business customer segments.
In this role you will report to Aaron Mitchell, Customer Engagement & Loyalty Manager in Market Support.
About the assignment
The CRM Team Leader will be responsible for coaching, supervising and developing a high performing customer offerings and proposition team. They will own the development and implementation of our customer propositions to acquire, retain and develop both private and business customers to IKEA; as part of our overall Customer Engagement & Loyalty Approach. The CRM Team Leader will:
• Lead the implementation of customer acquisition, retention & development strategies as part of the Customer Engagement Approach (CRM, IKEA Family & IKEA Business) across private & business customers
• Lead a team of 3 direct reports (CRM Leaders - Customer Offerings) to develop & implement skills, tools & ways of working with CRM across private and business customer & sales lead management, customer life cycle and customer life time value
• Lead the development and implementation of strategies, tools and methods for private and business customer acquisition, retention and development (increase registered customers, reduce customer churn & maximise customer lifetime value IKEA)
• Lead the ways of working and collaboration between the CRM Customer Offering team and the central CRM Hub, to translate acquisition, retention and development strategies into common CRM activities
• Lead the collaboration between the CRM Customer Offering team and the Digital Product Teams, securing subject matter expertise, business impact ownership and ways of working
• 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. 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 5079983
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