Customer Engagement & Loyalty Manager

IKEA; Sydney; On-site; AUD 120,000 - 150,000; Full time

Job summary

IKEA is seeking a Customer Engagement & Loyalty Manager to lead the CRM, loyalty and customer engagement agenda across Australia and New Zealand. You will translate global frameworks into locally relevant strategies, driving engagement, retention and commercial outcomes through data-driven decisions.

You will lead the IKEA Family and related loyalty initiatives, partner with agencies and internal teams, and ensure high-quality campaigns and personalised customer journeys across channels.

Qualifications

• Significant experience in CRM, loyalty program management and customer engagement.
• Demonstrated ability to translate loyalty strategies into clear, measurable execution.

Responsibilities

• Lead the Customer Engagement & Loyalty team and drive strategy across Australia and New Zealand.
• Own and evolve the loyalty proposition and CRM ecosystem to increase engagement and retention.
• Collaborate with local and global stakeholders to adapt frameworks to the local market.

Skills

CRM & Loyalty

People leadership

Stakeholder management

Data-driven decision making

Marketing strategy

Customer analytics

Education

Marketing / Business / Customer Analytics degree

Tools

Adobe Journey Optimizer

Job description

"You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you."\

A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share. Join the team and start a better life for yourself."

Customer loyalty and meaningful engagement are at the heart of everything we do.

Are you passionate about building customer loyalty, driving meaningful engagement, and creating long-term customer value? If you're an experienced people leader with a strong background in CRM, loyalty and customer engagement, we'd love to hear from you.

Our team within IKEA

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.

About this work area

As Customer Engagement & Loyalty Manager, you will lead the Customer Engagement & Loyalty team and own the strategy, development and performance of the IKEA Family program, CRM ecosystem and customer engagement agenda across Australia and New Zealand. You will be responsible for translating global frameworks into locally relevant strategies that strengthen customer relationships, increase engagement and retention, and drive commercial outcomes. Combining strategic leadership with hands‑on execution, you'll use customer insights, data and innovation to deliver exceptional experiences across every stage of the customer journey.

• Leading the Customer Engagement & Loyalty team, fostering a high-performing and collaborative culture while supporting the growth and development of co-workers.
• Developing and implementing the country customer engagement and loyalty strategy, aligned with global frameworks, customer priorities and commercial objectives.
• Owning and evolving the IKEA Family proposition, including the development of new member benefits and loyalty initiatives that increase engagement, retention and customer lifetime value.
• Driving the strategic contribution of key customer groups including IKEA Family and IKEA Business Network customers to deliver business growth.
• Leading the CRM agenda, ensuring effective customer communications, personalisation strategies and customer journeys across channels.
• Identifying opportunities to improve customer engagement by leveraging customer insights, behavioural data and performance analytics.
• Collaborating with local and global stakeholders to adapt global strategies and frameworks to local market needs while maintaining alignment and consistency.
• Partnering with agencies and internal teams to deliver high-quality campaigns, trigger programs and engagement initiatives, ensuring strong execution and compliance standards.
• Leading and influencing a matrix of stakeholders across commercial, digital, store and marketing teams to maximise customer engagement outcomes.
• Monitoring performance, identifying opportunities for improvement, and translating insights into actionable strategies that drive business and customer outcomes.

Who you are

You are a customer-led marketing leader with deep expertise in CRM, loyalty and customer engagement. You combine strategic thinking with a strong execution mindset and have a proven track record of delivering programs that drive customer value and business performance. You thrive in complex, matrixed organisations, confidently influencing stakeholders at all levels and leading teams through change. Commercially savvy and highly data-driven, you're motivated by identifying opportunities, solving problems and creating meaningful customer experiences that build lasting customer relationships.

To be considered for this role, you will need to have:

• Significant experience in CRM, customer engagement and loyalty program management, including developing loyalty propositions, customer benefits and engagement initiatives -ideally within retail, FMCG or another customer-centric industry.
• Demonstrated ability to develop loyalty and CRM strategies and translate them into clear, practical and measurable execution that drives customer acquisition, retention and engagement, maximises customer lifetime value, and delivers against commercial KPIs.
• Strong commercial and analytical acumen, with the ability to use customer data, insights and performance metrics to inform decisions, optimise activity and deliver measurable outcomes.
• Proven people leadership, stakeholder management and influencing experience, with the ability to lead, coach and develop high-performing teams and collaborate effectively across local and global functions.
• Experience with Adobe Journey Optimizer and transformation/project management experience is highly desirable.
• Tertiary qualifications in Marketing, Business, Customer Analytics or a related discipline will be highly regarded.

About this role

Contract type: Temporary Full Time, 76hrs/fortnight (fixed term contract ending 28 November 2027)

Reporting line: Country Marketing Manager

Role location: IKEA Service Office, Tempe, NSW with a minimum of 3 days a week on-site.