Loyalty & Operations Specialist

IKEA; Casalecchio di Reno; In loco; EUR 25.000 - 31.000; Part-time

Descrizione del lavoro

IKEA in Casalecchio di Reno, Italy, seeks a Customer Engagement & Loyalty specialist to support calendar execution, drive loyalty programs, and bolster customer value across channels. The role involves collaboration with multiple store teams and active participation in central loyalty strategies.

The position offers a temporary contract (Level III under the Italian National Collective Labour Agreement for Modern Organized Distribution). Salary is fixed and discussed during hiring.

Competenze

• Ability to develop and support relationships with customers.
• Disruptive ideas to meet customer expectations.
• Innovative skills in acquiring data on purchasing and consumption behaviors.
• Identify new ways of increasing IKEA values for the customer.
• Promote customer loyalty and monitor loyalty metrics via CRM systems.
• Create opportunities linked to cross-selling and up-selling.

Mansioni

• Assist the Commercial Activity & Loyalty Leader in implementing the Country Commercial calendar and tasks.
• Plan store activities to ensure timely and efficient execution across channels.
• Collaborate with store commercial team to secure vitality of the store and communications.
• Partner with Store CAL to lead commercial calendar, KPIs and activities.
• Coordinate with Store CT for collaboration between units and SO, sharing best practices.
• Contribute to Customer Engagement & Loyalty central strategy and objectives.
• Support in acquiring and activating IKEA Family and Business Network members in-store.

Conoscenze

Customer relationship

CRM data usage

Loyalty program knowledge

Cross-selling and up-selling

Data-driven decision making

Team collaboration

Descrizione del lavoro

JOB PURPOSE AND ROLE

We deliver sustainable, extraordinary growth by creating a new, unique, inspiring and convenient meetings with the customers. We deliver a multi-channel experience that adds value to the many people and inspires a home furnishing movement.

YOUR RESPONSIBILITIES

• Continuously assist the Commercial Activity & Loyalty Leader in the Country Commercial calendar implementation and operating tasks (such as Vitality, Add-on, UTG, Collection, News, Gift card ecc.) Plan ensuring a qualitative and efficient implementation in your store through clear communication and secure that all functions take responsibility for delivering their part, securing the vitality (news, seasonality and collections) of the IKEA store and in all media by working closely with your store commercial team;
• Support the Store CAL in leading and communicating 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;
• Be an active speaking partner with your store CT to have an effective collaboration between units and SO, by keeping an active eye on the competition and sharing the best practices and proven --solutions;
• Act as a member of the Customer Engagement & Loyalty function, contribute to realize the Customer Engagement & Loyalty central strategy to achieve common objectives and goals;
• Support in driving the acquisition and the activation in store of IKEA Family members and in driving the activation of IKEA Business Network members, supporting, and executing engagement programs, monitoring the instore knowledge and the instore communication of benefits and rewards to enhance the member lifetime value;
• Actively cooperate with all key stakeholders to secure integration, common focus and maximize impact of the Customer Engagement & Loyalty strategy in store, supporting the implementation of central activations and project (events, brand identity updates, offers etc.);
• 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 feedbacks in all the channels and analyzing stock availability.

YOU SHOULD HAVE

• Orientation to develop and support relationships with customers;
• Disruptive ideas to meet specific customer expectations;
• Innovative skills in acquiring data on purchasing and consumption behaviors;
• Identify new ways of increasing IKEA values for the customer;
• Bring on activities with promote customer loyalty, monitor customer satisfaction datas, plan direct actions to increase it thanks to CRM systems;
• Create new business opportunities, linked to cross-selling and/or up-selling.

WHAT WE OFFER

• Temporary contract classified at Level III under the Italian National Collective Labour Agreement for Modern Organized Distribution. The annual gross salary for this position is 27.774,88.

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.