Job Description
Are you a data-driven digital commerce expert with a passion for creating seamless customer experiences? Do you thrive on turning insights into action, optimising every touchpoint of the customer journey to drive conversion? About this work area 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 Digital CMP Optimisation Leader, you'll be at the forefront of our digital transformation, seeing the business through the eyes of the customer. You'll drive conversion and contribute to profitability by proactively analysing data, identifying opportunities, and leading improvements across all online KPIs. You're a performance-driven, solution-oriented leader who: • Defines and drives the Digital CMP performance and optimisation strategy, ensuring alignment with business priorities and customer needs while taking ownership of the online sales tree • Analyses qualitative and quantitative data to uncover customer journey pain points and inefficiencies, conducting end-to-end funnel analysis to identify drop-offs and translate insights into actionable improvements • Leads the implementation of tools, working methods, and best practices from global teams, utilising industry benchmarks to guide stakeholders and foster continuous improvement • Monitors and reports key e-commerce performance metrics with a systematic approach, providing actionable recommendations and coaching to drive accountability for results • Oversees site health monitoring, incident resolution, and platform change deployments, safeguarding checkout KPIs and ensuring operational excellence
