Loyalty & CRM Strategy Leader

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

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.