CRM Specialist

Ikea Ab; Sydney; Hybrid; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Paid annual leave

Co-worker discount 15%

Wellbeing support (EAP)

Parking on-site

Uniform provided

Novated leasing

Job summary

IKEA is seeking a CRM Specialist in Tempe, NSW to lead direct member communications via email, SMS and push channels. You will own end-to-end campaigns for IKEA Family and IKEA Business Network, driving engagement, loyalty and business outcomes.

The role requires strong campaign planning, analytics and collaboration with global teams, with a focus on personalised experiences and continuous improvement.

Qualifications

• Experience in CRM/email campaign management is highly preferred.
• Experience with email marketing platforms and building campaigns in major systems.
• Strong segmentation and data-driven messaging.

Responsibilities

• Own end-to-end delivery of email, SMS and push campaigns.
• Support loyalty programs and drive lifetime value.
• Plan and brief campaign content with marketing teams.
• Build campaigns using content tools and external agencies.
• Develop audiences and apply segmentation for relevance.
• Optimize campaigns based on performance and best practices.
• Run test-and-learn strategies and report insights.
• Collaborate with global partners to enhance comms KPIs.
• Participate in Commercial Activation Group sessions.

Skills

CRM Campaign Mgmt

Audience Segmentation

Analytics

Project Management

Tools

Salesforce Marketing Cloud

HubSpot

MailChimp

Job description

Our team within IKEA

At IKEA, our vision is to create a better everyday life for the many people. We believe that everything we do comes with the responsibility to create a positive impact on people, society and the planet. We are passionate about home furnishing, creating a positive life at home and sharing our tasty responsibly sourced food with the many people across the world.

We are guided by our cultures & values, creating a great place to work. We stand for equality, diversity and inclusion. We care about people & planet and promote health & wellbeing. We nurture your development and provide career opportunities to unlock your potential.

What you need to know

Working at IKEA has its benefits & rewards:

• 5 weeks’ Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more
• 24/7 access to our Employee Assistance Program for health and wellbeing support
• 15% Co-worker discount
• Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
• Co-worker uniform provided
• Free Co-worker parking
• Free benefits membership (savings and discounts across retailers and service providers)
• Novated leasing and EV subscription options
• Superannuation salary sacrifice
• Fitness Passport membership available
• Bonus programme (where eligible)
• Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

Additional information:

• This position is temporary full-time, 76hrs per fortnight (fixed term contract ending 29 August 2027).
• The location for this role is IKEA Service Office, Tempe NSW with minimum of 3 days a week on-site.

About this work area

The Growth & Marketing function is at the heart of IKEA's mission to deliver business results and reach our country and commercial objectives. We identify business opportunities and target segments across all channels to grow market share, create and execute marketing strategies based on true consumer insights to attract new customers, build a strong brand, retain current customers, and constantly grow loyalty.

Role responsibilities

As CRM Specialist, you will be a key contributor to the Customer Engagement & Loyalty team, leading the planning, orchestration, execution and optimisation of direct member communications. You will ensure campaigns are delivered effectively across email, SMS and push app notification channels, driving engagement, loyalty and commercial outcomes while continuously improving the customer experience. Your responsibilities will include, but not are not limited to:

• Owning the end-to-end delivery of email, SMS and push app notification campaigns for IKEA Family and IKEA Business Network members, driving engagement and supporting the commercial agenda.
• Supporting the Customer Engagement and Loyalty team in developing the IKEA Family and IKEA Business Network loyalty programs and driving lifetime value.
• Planning and briefing email, SMS and push app notification campaign content in collaboration with the marketing and wider commercial teams.
• Building email, SMS and push app notification campaigns using global content tools and executing with the Global CRM agency.
• Developing audiences and using segmentation tools to ensure customers are receiving relevant communications.
• Optimising campaigns based on performance and global best practices to continuously improve engagement.
• Executing test-and-learn strategies to continuously improve campaign performance, optimise member engagement, and inform future marketing decisions.
• Reporting, analysing and interpreting customer data and leveraging insights to shape effective marketing strategies.
• Building and maintaining relationships with global partners to optimise direct member communication to improve KPIs and member engagement.
• Collaborate on Commercial Activation Group (CAG) sessions to ensure loyalty is well represented and our members are communicated to effectively through our channels.

You are passionate about loyalty, conversion, and driving business impact through engaging communications. As someone who is organised and process driven, you are comfortable bringing structure to complex campaign activity. You can orchestrate a campaign from planning to execution, keep stakeholders aligned through briefing and approval stages, and manage multiple deadlines without losing attention to detail. You combine practical campaign delivery with the curiosity to understand audiences, customer behaviour and the wider journey that connects communications to customer and business outcomes. Through the combination of your analytical thinking and customer-centricity mindset you are motivated by creating relevant, personalised experiences that build meaningful relationships.

To be considered for this role you will have

• Experience in CRM/email campaign management - highly preferred but not essential.
• Experience in email marketing platforms and building email campaigns in systems such as Sales Force Marketing Cloud, HubSpot, MailChimp, Brevo, ActiveCampaign or similar - highly preferred but not essential.
• Proficient in audience segmentation, with the ability to tailor messaging and targeting strategies to different customer groups to maximise relevance and engagement.
• Strong analytical and strategic thinking skills, with the ability to turn customer insights into actions that support broader business goals and long-term loyalty strategy.
• Excellent organisational skills, with the ability to manage multiple campaigns and deadlines proactively while maintaining a process-driven approach and critical attention to detail.
• An interest in testing, learning and continuous improvement to enhance campaign performance and customer outcomes.

We need people like you

At IKEA, work is so much more than a job. Come join us!