Customer Experience Manager, IKEA

IKEA

Location:
China, Xi'An - Yanta District

Category:
-

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

To optimise the meeting place experience for the many people to drive visitation to the Meeting Places and IKEA and deliver sustainable business growth for our Partners and Meeting Places. Achieve operational results, drive efficiency improvements and enhance commercial performance, brand value and sustainability performance of the Meeting Places.

Job Responsibility:

Creates, owns and manages the Customer experience Program for the Meeting Place
Identifies and defines local customer groups and their customer journey including touchpoints before, during and after the visit (on-line and off-line)
Provides outstanding customer services together with partners and communities in order to make the customer journey convenient and relevant
Defines, implement and innovates new customer services to enhance convenience and enjoyable experiences
Together with Meeting Place Manager define commercials goals, marketing strategy and budgeting process
Create, sustain and work with the commercial calendar in order to drive brand/loyalty programs and on line-community via social media
Monitors and analyses performance and customer interaction level with customer touchpoints
Find potential areas for improvements of both customer satisfaction and income
Regularly carry out local market research
Actively works on localizing the uniqueness of the Meeting place through MP touch points (both off-line and on-line)
Implement a Loyalty Program, rewarding community members for being active in the relations with the Meeting Place
Plan, Create and integrate promotion of events/campaign/marketing activities into all medias
Communicate and cooperate with local agencies
Contribute to engage with our customers to improve the sustainability performance of the Meeting place
Be responsible for the cost part of MP P&L in his/her area of responsibility

Requirements:

Synergy Leasing – Knowledge of how to create synergism among tenants, that ensures a complementary offer for the customers
Globalization – Knowledge about how to adapt to a global meeting place concept to meet local culture and community needs and willpower to adjust the global concept to stay and continue to be relevant
Customer Behavior – Knowledge of existing and potential customer’s needs, behaviours and aspirations to be able to help Ingka evaluate future endeavours and further translate insights into most relevant ideas & solutions, to support for business purpose and decision-making
Community engagement - Knowledge of how to drive engagement with various levels of the local community
Customer journey - Knowledge of the customers’ whole interaction with Ingka, from first encounter to purchase – using digital and physical tools and platforms
Customer experience - Knowledge of how data and insights about customer interactions with IKEA can be translated into seamless solutions
Integrated Campaign Management -Knowledge of how to effectively integrate and combine mass and one-to-one communication, traditional and digital media and how to offer tailored brand experiences with maximum impact at every consumer touchpoint

Additional Information:

Job Posted:
November 22, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Customer Experience Manager