Loyalty & Operations Specialist

JOB PURPOSE AND ROLE

We deliver sustainable, extraordinary growth by creating new, unique, inspiring, and convenient meetings with customers. We deliver a multi-channel experience that adds value to 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, etc.) 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.

Cosa offriamo:

• Cultura inclusiva e guidata dai valori IKEA;

• Sconto dipendenti del 15%;

• Mensa con pasti a partire da poco più di 1€;

• Portale sconti e convenzioni per viaggi, tecnologia e tempo libero;

• Onboarding personalizzato con affiancamenti on the job e Buddy di riferimento;

• Formazione continua e opportunità di crescita;

• Contratto a tempo determinato con inquadramento al III° livello del CCNL Distribuzione Moderna Organizzata. Per questa posizione è prevista una RAL pari a € 27.774,88.

Disponibilità: turni su 5 giorni settimanali su 7, da lunedì a domenica, weekend inclusi.

METTIAMO LE PERSONE AL CENTRO

In IKEA promuoviamo un ambiente di lavoro inclusivo in cui tutti possano sentirsi accolti, accettati, rispettati, riconosciuti per la loro unicità e lavoriamo insieme in un clima collaborativo a prescindere da età, sesso, religione, orientamento sessuale, situazione familiare e abilità.

Il nostro processo di selezione potrebbe includere colloqui video registrati, utilizzo di piattaforme digitali e test (es. logico-matematici, psico-attitudinali). Se sei una persona con disabilità o hai delle esigenze specifiche, puoi comunicarlo al primo contatto con il nostro team di selezione del personale; ti garantiremo il massimo dell’accessibilità e del supporto.