Loyalty & Customer Engagement Lead

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

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