Loyalty Leader

Are you a specialist in loyalty programs with a passion for building meaningful customer relationships? Do you thrive on creating compelling membership experiences that turn visitors into lifelong advocates and enjoy rolling up your sleeves to make it happen.

What you need to know

The Growth & Marketing function is at the heart of IKEA's mission to deliver business results and reach our country and commercial objectives. We identify business opportunities and target segments across all channels to grow market share, create and execute marketing strategies based on true consumer insights to attract new customers, build a strong brand, retain current customers, and constantly grow loyalty.

This role sits in the Marketing Team, reporting into the Customer Engagement & Loyalty Manager.

You will be a performance driven person, someone who:
• Own and optimise IKEA Family and IKEA Business Network by managing program health, tracking KPIs, and making data-driven decisions to grow the member base, improve retention, and increase lifetime value.
• Designs and delivers compelling membership experiences for both consumer and business customers, aligned with the global framework and integrated into the IKEA commercial offer.
• Drive member acquisition and engagement by developing strategy, shaping offers and benefits, briefing campaigns, and monitoring what converts and what keeps members active.
• Refine the membership experience by reviewing member journeys, identifying friction points, and implementing improvements within the global IKEA framework for the ANZ market.
• Develops and localises strategies to convert visitors into loyal members and activates existing members through targeted campaigns, offers, and experiences.
• Collaborates with global and local stakeholders to analyse member behaviour and journeys, identifying gaps, opportunities, and enhancements to strengthen the loyalty proposition.
• Collaborates with local stakeholders to build a strong value exchange for data, enabling richer customer profiles, better identification, and more personalised experiences.
• Share your expertise by building loyalty capability in co-workers and partners through sharing program knowledge, results, and best practice.

You are a passionate, highly motivated individual with a deep understanding of loyalty programs and customer engagement in omnichannel retail environments. You thrive in dynamic settings that blend strategic thinking with practical action, combining curiosity about customer insights with a relentless focus on delivering high return on investment. You bring comprehensive knowledge in project management, strategic planning, and KPI delivery. With excellent communication skills and the ability to build strong relationships across the business, you excel at inspiring cross-functional teams to perform and reach loyalty goals. You are naturally inquisitive, comfortable working with competing priorities and deadlines, and enjoy working in a fast-paced, hands-on environment without compromising on quality.

To be considered for this role you will need to have:
• Formal qualifications in Marketing, Business Intelligence or equivalent, demonstrating a strong foundation in strategic marketing principles and customer engagement methodologies.
• Proven experience managing and optimising loyalty programs and rewards initiatives, with a strong track record of and implementing successful customer acquisition, retention and engagement initiatives that deliver measurable business outcomes.
• Experience from retail, preferably the home furnishing sector, retail or FMCG, bringing industry-specific knowledge of customer behaviours, multichannel operations, and the unique dynamics of the retail environment.
• Experience in planning, driving output and measuring performance in both business and people dimensions, including executing strategies, managing budgets, tracking KPIs, and using data-driven insights to continuously improve results and team effectiveness.

We need people like you!

At IKEA, work is so much more than a job. Come join us!