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IKEA Logo IKEA · IT - Administration

Digital Customer Meeting Point Development Leader

Australia, Tempe · Job Posted April 10, 2026
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Job Description

Are you passionate about creating seamless, frictionless customer experiences across all digital touchpoints? Do you want to lead the digital transformation that makes IKEA more accessible, affordable, and sustainable for the many people? The Omni Area is IKEA’s strategic retail function responsible for delivering seamless, integrated shopping experiences across all customer touchpoints whether that is physical stores, e-commerce, pick-up points, and delivery services. This function bridges online and offline operations, ensuring customers can browse, purchase, and collect products through whichever channel suits them best. The Omni Area's core objective is to make IKEA more accessible, convenient, and affordable to customers across Australia and New Zealand, leveraging data-driven insights to optimise channel integration and enhance the end-to-end customer journey. As the Country Digital Customer Meeting Point Development Leader, you'll be the strategic architect behind IKEA's digital customer meeting points at the country level, taking business ownership of our app, web, and social commerce platforms. You'll shape the long-term vision and roadmap, ensuring alignment between global priorities and local market needs while driving innovation and enhancing customer experiences across all channels.

Job Responsibility

  • Develops a forward-looking strategy for the country's digital customer meeting points (DCMP), aligning with global direction, local market plans and customer needs
  • Leverages market insights, customer trends and digital innovations to shape the strategic roadmap
  • Represents the country's Digital CMP priorities and insights within the Country Digital organisation in global forums, advocating for market-relevant developments that enhance customer experience and drive business performance
  • Oversees the implementation of DCMP changes with Country Digital teams, ensuring smooth adoption through robust change management plans, including communication, training and stakeholder engagement
  • Promotes awareness and engagement with digital innovations, ensuring teams understand their purpose, benefits, and expected outcomes, fostering a culture of continuous improvement
  • Aligns local functions (e.g., commercial, marketing, fulfilment) with the DCMP strategy, enabling seamless collaboration to deliver a customer-centric experience

Requirements

  • 5+ years of experience in product management, or program management or equivalent, with proven expertise in omnichannel experience journeys and ideally digital channel development, demonstrating your ability to drive conversion and profitability across all channels
  • Strong documented managerial and leadership skills, with experience leading both direct teams and influencing indirectly throughout the organisation
  • Proven expertise in leading change management processes, ensuring smooth transitions for teams and stakeholders while embedding new tools, processes, and digital innovations effectively across the organization
  • Global market experience, with a background in working with international teams and implementing scalable solutions and initiatives that balance global direction with local market needs
  • Project management experience in agile environments, with a track record of managing large-scale initiatives using data-driven decision-making, A/B testing, and performance optimization methodologies
  • Familiarity with IKEA brand, culture, values and ways of working, understanding how to navigate and lead in our unique organizational environment while championing our vision
  • Exceptional communication skills, capable of presenting complex strategies and ideas to diverse audiences from technical specialists to senior leadership, advocating effectively in global forums
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