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Customer Relationship Management Specialist

2 months ago

Tempe, Australia IKEA Full time

About IKEA

IKEA is a global home furnishings company that aims to create a better everyday life for the many people. We believe that everything we do comes with the responsibility to create a positive impact on people, society, and the planet.

Our Culture and Values

We are guided by our cultures and values, which include equality, diversity, and inclusion. We care about people and the planet and promote health and wellbeing. We nurture our employees' development and provide career opportunities to unlock their potential.

Benefits and Rewards

Working at IKEA has its benefits and rewards, including:

  • 5 weeks' paid annual leave, paid parental leave, family and community leave, and more
  • 24/7 access to our employee assistance program for health and wellbeing support
  • 15% co-worker discount
  • Low-cost nutritious meals, including complimentary drinks in our co-worker restaurant
  • Free co-worker parking
  • Digital entertainment membership, with thousands of discounts for dining, fun activities, shopping, and travel across Australia and New Zealand
  • Bonus program (where eligible)
  • Co-worker loyalty program (extra contribution to your superannuation fund where eligible)

About the Role

As a CRM Specialist, your responsibilities will include:

  • Supporting the customer engagement and loyalty team in developing the IKEA Family and IKEA Business Network loyalty clubs and driving lifetime value
  • Overall responsibility for executing IKEA Family email and SMS campaigns to drive engagement and support the commercial agenda
  • Planning and briefing email and SMS campaign content in collaboration with the marketing communications, selling, and e-commerce teams
  • Building email and SMS campaigns in global content tool and executing with global CRM agency
  • Optimizing email campaigns based on performance and in accordance with global recommended changes
  • Reporting, analyzing, and interpreting customer data and leveraging insights to shape effective marketing strategies
  • Building and maintaining relationships with global partners to optimize direct member communication and improve KPIs and member engagement

Requirements

To be successful in this role, you will need:

  • Experience in CRM/email campaign management (highly preferred)
  • Analytical skills, with a strong ability to translate customer data into actions that drive the marketing agenda forward
  • Creative thinking and a customer-centric approach
  • Understanding of the customer journey and a passion for finding ways to optimize customer conversion
  • Interest in creating, executing, and optimizing engaging email marketing programs to drive business contribution and loyalty
  • Process-driven, organized, and attention to detail