Marketing Specialist/Customer Experience Specialist, IKEA

IKEA

Location:
Portugal, Matosinhos

Category:
-

Contract Type:
Employment contract

Salary:

Not provided

Save Job

Apply Position

Job Description:

The role involves developing and executing loyalty and digital marketing strategies, managing customer engagement programs, monitoring campaign performance, and coordinating marketing activities. Collaborative efforts with internal and external teams are a core part of the job, with a focus on customer experience improvement and aligning with IKEA’s Meeting Place branding approach.

Job Responsibility:

Assist in developing and executing loyalty marketing strategies to increase customer engagement and retention
Support planning and deployment of loyalty campaigns via push notifications, SMS, email, and CRM tools
Analyze loyalty data and customer segmentation to inform campaign personalization and recommendations for improvement
Monitor KPIs linked to loyalty performance: enrollment, redemption, retention, and awareness
Support execution of digital campaigns across social media, paid ads, email marketing, and website channels
Create and schedule engaging content aligned with brand guidelines and promotional calendar
Utilize digital analytics tools to report on campaign performance and suggest optimizations
Monitor online trends and competitive activity to feed into marketing strategies
Perform general marketing coordination tasks: updating databases, preparing presentations, and supporting various offline events
Collaborate with external agencies and internal teams to ensure campaign quality and execution alignment
Ensure accurate and timely input of campaign and loyalty data into internal systems
Provides courteous, timely, and helpful services (incl. digital) to encourage customer loyalty
Creates welcoming environments, anticipates guest needs, and delivers memorable experiences through empathy, attention to detail, and high service standards
Propose and execute localization of the Meeting Place in all MP’s touch points (off-line and on-line), commercial offer, partners design concepts and formats, design story, services, amenities and temporary special experiences to ensure relevance and consistency from customer perspective
Create and manage customised events and marketing activities together with our Partners, Communities and IKEA and follow them up
Actively work on customer experience improvement by increasing IKEA presence in the Meeting Place and developing common commercial calendar together with IKEA
Cooperate with Accelerator Hub and external partners in order to identify and implement innovation projects or initiatives in the Meeting Place
Support local innovation projects which uplift Meeting Place unique customer experiences, co-creation and operations optimization
Regular monitor customers’ interaction with the Meeting Place
Collect and use Customer Voice in order to engage, explain and talk to our customers day to day
Use active listening and other communication techniques to uncover customer insights
Use all communication channels, including social networks as part of daily work
Involve customers into the quick prototyping of the new ideas and concepts
Follow-up, accumulate and share practices and lessons learnt with other Meeting Places
Ensure the appropriate documentation of customer experience related materials.

Requirements:

Bachelor’s degree in Marketing, Business Administration, Communications, or related field
Proven experience (≥1 year) in managing loyalty tools and executing digital marketing campaigns
Fluency in written and spoken Portuguese and strong command of English
Experience in developing, managing, and optimizing customer loyalty programs to drive customer retention and engagement
Knowledge of CRM systems and loyalty software
Strong understanding of digital marketing channels, particularly email marketing, social media, and content management systems (CMS)
Proficiency in email marketing platforms and/or customer engagement platforms (knowledge of SAP Emarsys/Marketing is a plus)
Ability to analyze digital campaigns and optimize performance based on metrics such as open rates, click-through rates (CTR), and conversion rates
Strong analytical skills with experience using tools like Google Analytics, Excel, or other data analysis platforms to measure campaign success
Ability to generate actionable insights from customer data and campaign performance to inform marketing strategies
Familiarity with content management systems (knowledge of Contentful is a plus)
Knowledge of HTML and CSS for basic email template customization is an advantage
Passion for customer service and customer relations
“Out of the box” thinking, creativity, and drive
Attention to detail
Coaching and mentoring skills
Strong communication, negotiation and interpersonal skills
Curious of what the Ingka Centres brand means and how it should be incorporated in everything Ingka Centres does
Knowledge of creating a unique image for the local brand in the consumers' mind and establish a significant and differentiated presence in the market that attracts and retains customers
Able to adapt 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
Knowledge of existing and potential customer’s needs, behaviours and aspirations to be able to help Ingka Centres evaluate future endeavours and further translate insights into most relevant ideas & solutions, to support for business purpose and decision-making
Willing to know customer’s whole interaction with Ingka Centres, from first encounter to purchase – using digital and physical tools and platforms
Motivated to playing a role in activities and take initiatives that provide opportunity for learning new skills and tools, explore and develop talent and potential, both inside and outside of the direct area of responsibility.

Nice to have:

Knowledge of SAP Emarsys/Marketing
Knowledge of Contentful
Knowledge of HTML and CSS for basic email template customization

Additional Information:

Job Posted:
August 22, 2025

Employment Type:

Fulltime

Work Type:

On-site work

View All Jobs In This Company

Job Link Share:

Marketing Specialist/Customer Experience Specialist