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会见与理解顾客

Customer Engagement & Loyalty Leader

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  • Espoo, Etelä-Suomen Lääni, Finland
  • 营销与沟通
  • 全职

职位描述

  • 职位 ID: 317163

  • 发布日期: 10/11/2025

    • Who you are

    Are you passionate about building lasting relationships with customers and driving loyalty through meaningful engagement?
    We are looking for you to lead IKEA Finland’s Customer Engagement team and shape the future of CRM and loyalty programs.

    You thrive in a dynamic environment, enjoy working both independently and collaboratively, and are energized by understanding customer behavior and turning insights into action.

    Driven by IKEA’s brand, culture, and values, you are motivated to increase customer satisfaction, grow member lifetime value, and contribute to the overall success of IKEA.


    To succeed in this role, we believe you have:

    ✅ Minimum 5 years of experience in loyalty programs and delivering results
    ✅ Previous experience in leading and influencing co-workers and teams
    ✅ Native-level Finnish and fluent English skills, both written and verbal
    ✅ Formal qualifications in Marketing or equivalent

    Broad knowledge of IKEA concept, brand objectives, values and vision are seen as benefit.

    You bring deep knowledge of CRM, 1:1 marketing, and loyalty concepts, along with broad understanding of marketing technology and customer behavior in the retail market. You are a strategic thinker with an excellent ability to take a holistic view of a large organization to identify and drive business opportunities accordingly. Your strong interpersonal skills enable you to lead, inspire and build trustful relationships.

    Your responsibilities

    In the role as Customer Engagement & Loyalty Leader, you are responsible for leading the Customer Engagement team (CRM & IKEA Family) to attract, retain, and engage customers, while maximizing loyalty and customer lifetime value.


    You will:

    Act as a member of the Marketing Management team and contribute to the marketing plan and output
    Lead Customer Engagement & Loyalty team and drive the totality of the IKEA Family engagement and CRM in the market
    Develop and implement the country engagement strategy that contributes to the overall marketing and business objectives, and is aligned with global direction
    Define and develop local IKEA Family benefits and other loyalty programs (= IKEA for Business)
    Manage the process for developing local CRM content to fit country commercial and marketing needs
    Manage CRM trigger executions together with global and local stakeholders, including agency, ensuring high standards
    Coordinate the efforts of a matrix of store-based key stakeholders to enhance in-store impact, focusing on member recruitment and identification
    Be a role model of IKEA values and foster an open and sharing climate.

    In this role, you will report to the Country Marketing Manager.
    This role is permanent and located in Service office, Espoo. While we offer the possibility for occasional hybrid work, most of our work is done collaborating with different teams live at our Service Office.

    The salary for the position starts at 4,200€/month and will be determined based on the experience, skills and final content of the position during the recruitment process.

    Together as a team

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

    Apply now!

    This position is permanent & full-time.
    If this sounds like the perfect opportunity for you, we are looking forward to getting to know you!
    Please send us your CV and cover letter already today (via our job portal), but no later than November 23rd.

    If you have job-specific questions, please contact Country Marketing Manager Janina Pihlaja. You can reach her by phone on 17.11. at 10-10:30. Phone number: +358 40 535 5939.


    Warmly welcome with your application! ✨

    IKEA, more than a job

    World needs more people like you. So do we. Come to work with us just as you are.

    Working at IKEA is more than just a job – with us you are part of an equal and diverse working community. A sense of belonging is important to our employees, and team spirit is at the heart of what we do. IKEA offers a variety of career paths and opportunities to develop yourself in roles that are right for you. We give you the opportunity to bring your ideas to the table to help us develop our work, and to create new IKEA success!

    We value all our employees equally and our pay is in line with the collective agreement for the retail sector. Your salary level will depend on your job role, your previous work experience and any relevant qualifications.

    In addition to your salary, you will also enjoy a wide range of comprehensive staff benefits, including flexible Smartum saldo, staff discounts on our products, healthy and delicious breakfast and lunch menus at very low prices in our staff restaurants, One IKEA Bonus, and much more!

    Read more about us from the link below


    IKEA Työpaikkana
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