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IKEA Logo IKEA · -

Loyalty Leader

China, Shanghai · Job Posted January 07, 2026
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Job Description

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

Job Responsibility

  • Act as a member of the Marketing Management team and proactively contribute to marketing plan/output in order to deliver to the common objectives and goals
  • Responsible for leading Customer Engagement co-workers and driving the totality of the IKEA family offer and CRM in the market
  • Develop and implement the country engagement strategy that contributes to the overall marketing objectives, and is aligned with country digital customer framework and global engagement direction
  • Identify and drive the strategic contribution from multiple customer groups (e.g. eCommerce, IKEA Family, IKEA Business) to deliver to business goals
  • Responsible to define local IKEA Family benefits and other loyalty programs/customer clubs (e.g. IKEA Business)
  • Responsible for briefing CRM hub on common content needs for multiple customer groups as well as relevant data compliance needs
  • Responsible for identifying and developing local content to fill gaps in the common CRM customer offerings and journey
  • Responsible for managing local process (including agency partner) for market relevant trigger executions, securing highest standards in data compliance and execution
  • Lead matrix of store based FAMILY co-workers to maximize FAMILY impact in stores with special focus on new member recruitment and member identification
  • Be an active player in driving an open and sharing climate, be a role model of the IKEA values, and contribute to the transformation of IKEA
  • Leverage performance indicators (in cooperation with insights and analytics functions) within commercial and beyond, identifying needs/gaps that need to be closed to achieve business and marketing objectives
  • Actively cooperate with all key stakeholders within commercial and beyond to secure integration, common focus and maximize impact
  • Contribute to the integrated multichannel development through implementing 1:1 marketing in order to contribute to the business goals
  • Support all initiatives within and outside commercial included in the agreed communication plan (e.g. promote home solar)

Requirements

  • Deep knowledge of 1:1 marketing and CRM
  • Deep knowledge of loyalty programs and concepts
  • Deep knowledge of drivers for customer engagement and customer behaviour in the Retail Market
  • Broad knowledge of digital media channels
  • Broad knowledge of Marketing Technology
  • Broad knowledge of IKEA concept, brand objectives, values and vision
  • Broad knowledge of IKEA tools, processes and cycles
  • Broad knowledge of Group strategies, priorities and business planning process
  • Good knowledge of change management methods and tools as well as stakeholder management
  • Broad knowledge of the IKEA multichannel reality and online customer behaviours
  • Broad knowledge of operational plans and goals as well as follow up on KPIs
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