CRM & Loyalty Growth Leader

IKEA; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

IKEA Australia & New Zealand is seeking an experienced Customer Engagement & Loyalty Manager to lead the CRM, loyalty and engagement strategy. You will translate global frameworks into locally relevant programs that strengthen relationships, drive retention and grow lifetime value across channels.

You will lead the IKEA Family proposition, collaborate with global and local partners, and drive data-informed campaigns, personalisation and journey orchestration to deliver measurable business

Qualifications

• Extensive experience in CRM, loyalty program management and customer engagement.
• Proven ability to translate strategies into measurable execution across channels.
• Strong analytical and data-driven decision making with KPIs.
• Experience leading teams and influencing stakeholders in a matrix organisation.
• Familiarity with Adobe Journey Optimizer is desired.

Responsibilities

• Lead the Customer Engagement & Loyalty team and foster high performance.
• Develop and implement the country strategy aligned with global frameworks.
• Own the IKEA Family proposition and loyalty initiatives to increase engagement.
• Drive CRM agenda, personalisation and cross-channel customer journeys.
• Collaborate with local and global stakeholders to adapt strategies.
• Partner with agencies and internal teams to deliver campaigns.
• Monitor performance and translate insights into actions.

Skills

CRM

Loyalty programs

Customer engagement

People leadership

Stakeholder management

Data-driven decision making

Campaign management

Adobe Journey Optimizer

Education

Marketing degree

Business degree

Customer analytics qualification

Tools

Adobe Journey Optimizer

Job description

IKEA Australia & New Zealand is seeking an experienced Customer Engagement & Loyalty Manager to lead the CRM, loyalty and engagement strategy. You will translate global frameworks into locally relevant programs that strengthen relationships, drive retention and grow lifetime value across channels.

You will lead the IKEA Family proposition, collaborate with global and local partners, and drive data-informed campaigns, personalisation and journey orchestration to deliver measurable business