Commercial Loyalty Team Leader

IKEA; Sesto Fiorentino; On-site; EUR 34,000 - 41,000; Full time

Benefits offered by this job

Structured HR processes and onboarding

Wellbeing program (EAP)

Affordable cafeteria meals

Employee discount 15%

IKEA Vouchers

Corporate discounts

Annual bonuses

Job summary

IKEA in Italy (Toscana) seeks a commercially minded professional to lead the country-specific commercial calendar, activation, and customer loyalty initiatives within the Store Commercial Team. You will analyse performance, collaborate with store colleagues, and drive engagement programs across IKEA Family and IKEA Business Network.

The role emphasizes improving customer visits, adding-value selling, and nurturing talent within the team, while aligning with sustainability priorities and strong

Qualifications

• At least 2 years of experience in commercial and coordinating people.
• Broad knowledge of sales techniques.
• Broad knowledge of the HFB range and services and how to identify opportunities for add-ons, cross-selling and up-selling.
• Broad knowledge of activating sales via the commercial calendar and related store activities.
• Broad knowledge of data analytics and the sales KPIs.
• Broad knowledge of Customer Experience & Loyalty strategy drivers and customer behaviours.
• Passion for people and talent development.
• Motivation to increase customer value and satisfaction with a customer-first mindset.
• Ability to communicate confidently and clearly in both English and Italian.

Responsibilities

• Ensure correct implementation of the Country Commercial Calendar Plan and analyse activity performance; report effects to stakeholders.
• Secure store vitality across media; collaborate with the store commercial team to inspire visits.
• Cooperate with Store Commercial Team to set Add-on strategy and ensure proper implementation in store functions.
• Contribute to Customer Engagement & Loyalty strategy and achieve store objectives.
• Drive acquisition and activation of IKEA Family and IKEA Business Network members; develop engagement programs.

Skills

Experience in commercial coordination

Sales techniques

Data analytics and KPIs

Customer experience & loyalty strategy

Bilingual English/Italian

Job description

WHAT YOU'LL BE DOING DAY TO DAY

• Ensure the correct implementation of the Country Commercial Calendar Plan and analyse your activity performance; follow-up and communicate to key stakeholders the effects of commercial activities
• Secure the vitality of the IKEA store and in all media by working closely with your store commercial team and using good examples from other stores to ensure customers feel inspired to visit the store more frequently
• Cooperate with the Store Commercial Team to set the best store Add-on strategy and secure the correct implementation of the process within the store functions involved
• Act as a member of the Customer Engagement & Loyalty function and proactively contribute to realize the Customer Engagement & Loyalty strategy in Store to achieve common objectives and goals
• Contributor for driving the acquisition and the activation in store of IKEA Family members and IKEA Business Network members, developing and executing engagement programs, highlighting benefits and rewards to enhance the member lifetime value
• Lead and communicate the commercial calendar, store activity plan and CE & Loyalty KPIs and activities to your store colleagues in a way that motivates them to take ownership for their part in achieving the overall goals
• Develop your team, its individual members, and their talent to have engaged coworkers and ensure a succession planning
• Act quickly on commercial opportunities or threats to face a fast-changing business environment by monitoring the main KPIs, investigating local customer needs and their feedback in all the channels and analysing stock availability
• Be an active player in working on sustainability initiatives with the team through ensuring sustainability priorities are reflected across store offering

WHAT YOU’LL NEED TO HAVE

• At least 2 years of experience in commercial & coordinating people
• Broad knowledge of sales techniques
• Broad knowledge of the HFB range and services and how to identify and realise opportunities for add-ons, cross-selling and up‑selling of IKEA products and services to fulfil customer needs
• Broad knowledge of the possibilities to activate sales and the use of the commercial calendar and relevant associated store activities
• Broad knowledge of data analytics and the sales KPIs
• Broad knowledge of priorities, business planning process of Customer Experience & Loyalty strategy and of main drivers for customer engagement and customer behaviours
• Passion for people and oriented in self‑developing talents and the team
• Motivated by increasing customer value and customer satisfaction by applying a customer first mind set
• Ability to communicate confidently and clearly in both English and Italian

WORKING WITH US HAS ITS REWARDS

Being part of the IKEA team has many benefits. You’ll be part of an inclusive culture, driven by values and your growth will be guided by structured HR processes. As part of the team you’ll have access to:

• Structured HR processes to support you in your growth (onboarding, training, coaching sessions, internal recruitment opportunities, etc)
• Wellbeing Offering, including an Employee Assistance Program (EAP) that provides you with immediate and confidential support for any concerns related to your daily life.
• Healthy and affordable food: you will have access to a corporate canteen and will be able to enjoy a meal for just over 1€
• Employee discount: 15% on the purchase of IKEA products for personal use
• IKEA Vouchers for the most important moments in your life (marriage, cohabitation, birth or adoption of a child)
• Corporate discounts: you’ll have access to portal dedicated to our co‑workers to enjoy discounts for different activities such as travel, leisure, technology and more
• Bonuses: we believe that everyone's contribution is needed to achieve (and exceed!) our goals. Every year all the co‑workers can be rewarded for how we develop our business together

Permanent contract classified at Level 1 under the Italian National Collective Labour Agreement for Modern Organized Distribution. The annual gross salary for this position starts from €37,500

We believe in valuing everyone’s unique contribution, which is why the final compensation package will be defined based on the candidate’s experience, skills, professional background and overall qualifications in line with internal equity principles and the specific scope of the role.

WE CARE FOR PEOPLE

At IKEA we cultivate an inclusive work environment where everyone feels welcomed, accepted, respected, acknowledged for its uniqueness and where we work together in a supportive climate regardless age, gender, religion, sexual orientation, family situation and ability. Our recruitment process may include recorded video interviews, digital platforms, and assessments (e.g., logical–numerical or aptitude tests). If you have a disability or any specific needs you’d like us to be aware of, please feel free to share this with us during your first contact with our recruitment team. We’ll make sure you receive the support and accessibility you need to fully engage in the process.