Customer Experience Manager, IKEA

IKEA

Location:
China, Beijing

Category:
-

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

To optimise the meeting place experience for the many people to drive visitation to the Meeting Places and IKEA and deliver sustainable business growth for our Partners and Meeting Places. Achieve operational results, drive efficiency improvements and enhance commercial performance, brand value and sustainability performance of the Meeting Places.

Job Responsibility:

Creates, owns and manages the Customer experience Program for the Meeting Place
Identifies and defines local customer groups and their customer journey including touchpoints before, during and after the visit
Provides outstanding customer services together with partners and communities
Together with Meeting Place Manager define commercials goals, marketing strategy and budgeting process
Monitors and analyses performance and customer interaction level with customer touchpoints
Actively works on localizing the uniqueness of the Meeting place through MP touch points
Implement a Loyalty Program, rewarding community members
Plan, Create and integrate promotion of events/campaign/marketing activities into all medias
Being the owner of co-creation and innovation in the Meeting Place
Drive and develops the Customer experience competence within the Meeting Place
Contribute to engage with our customers to improve the sustainability performance of the Meeting place
Be responsible for the cost part of MP P&L in his/her area of responsibility

Requirements:

Synergy Leasing – Knowledge of how to create synergism among tenants
Globalization – Knowledge about how to adapt to a global meeting place concept to meet local culture and community needs
Customer Behavior – Knowledge of existing and potential customer's needs, behaviours and aspirations
Community engagement - Knowledge of how to drive engagement with various levels of the local community
Customer journey - Knowledge of the customers' whole interaction with Ingka, from first encounter to purchase
Customer experience - Knowledge of how data and insights about customer interactions with IKEA can be translated into seamless solutions
Integrated Campaign Management -Knowledge of how to effectively integrate and combine mass and one-to one communication

Additional Information:

Job Posted:
September 05, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Customer Experience Manager