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Customer Analytics & Insights Specialist, Market Support

Malmö, Sweden - Esplora la località Business & Consumer Insights & Analytics Full Time

Descizione del ruolo

Why we will love you

Are you an expert in the field of CRM (Customer Relationship Management) analytics? Do you have solid track record of using customer data and insights for delivering growth? Do you have extensive experience in using data modelling and analytical solutions? If so, we have the perfect role for YOU!

We are looking for a Customer Analytics & Insights expert to support our approach for creating common CRM activities across all 28 countries; so that we can acquire, retain and develop many more customers to IKEA. You will support and coach our country teams in driving growth and brand positioning through implementing Customer Analytics & Insight skills, tools and capabilities, as part of the Group Customer Engagement & Loyalty Direction. You will need to have a strong analytical and customer mind-set, with extensive experience of best-in-class data & insights solutions and tools. Be able to work cross functionally with many different stakeholders and have a drive for results. You should have high competence within “Customer Data, Analytics & Insights” technologies and trends within customer and shopping behaviors.

To be successful in this role, it is important that you have the following capabilities and knowledge:
• Deep knowledge of how to profile, model, analyse and report on all data, cross channel, to gain insights for personalized marketing.
• Knowledge of how to work with large volumes of data (structured and unstructured, internal and external), utilizing modelling, optimization and simulations for the purpose of driving actionable business insights.
• Knowledge on how to apply segmentation and suppression rules to better orchestrate communication effectively.
• Experience in using different data sources to develop recommendations across different marketing channels and activities

Your responsibilities

As a member of the CRM Hub within the Customer Engagement & Loyalty team, you will lead the Customer Analytics & Insights approach. You will identify customer signal-based activation and engagement opportunities. You will support the CRM Proposition team through providing key insights to create relevant and personalized customer offerings for acquisition, retention and development. You will bring your CRM, Data & Analytics expertise and skills to unlock customer value from our data to design more relevant and personalized offerings for customers to interact and engage with IKEA. Creating growth, deeper brand connections, build long lasting relationships and increase customer life-time value.

You will also work closely with key stakeholders within Marketing Performance, Digital Data Analytics, Digital Product Teams, Customer and Commercial Activities teams.

Plus, you will have the support of our agency partner where you will have a team to help identify opportunities to optimize the use of our data to help achieve our commercial objectives.

You will:
• Lead the performance and optimization workstream with the agency, to prioritize the budget whilst also collaborating closely with the digital data and analytics team
• Set, tracking and monitor annual Global CRM goals whilst sharing CRM learnings that contribute to annual Marketing Performance goals and activities
• Support the development of business needs for collection, integration, auditing and usage of Customer Data (IKEA Family members, IKEA Business Members, Registered Customers) for CRM Hub
• Provide subject matter expertise to the relevant Marketing Performance teams and Digital product teams for reporting, customer insights, audience management and analytics
• Provide subject matter support and coaching for the Country Customer Engagement & Loyalty Analyst community
• Support countries in generating actionable insights based on adaptations and country specific CRM activities as part of the CRM Hub and in line with the local growth potentials

The role is based in Hubhult, Malmö and you will report to CRM Hub Development Manager, Market Support.

About this work area

Our mission is to drive growth and brand positioning by leading the expert hub for personalized communications, engagement & loyalty. By developing, implementing and owning the Customer Engagement & Loyalty approach to acquire, retain and develop customers to IKEA. Building long lasting and meaningful customer relationships.

Questions and support? Let's connect!

Studies show that members of underrepresented communities don’t apply for jobs unless they’re 100% “qualified”. If this is part of the reason you hesitate to apply, we would like you to reconsider and give it a chance. Maybe your profile fits our needs much better than you think. We look forward to receiving your application.
From: “Why Women Don’t Apply for Jobs Unless They’re 100% Qualified” by Tara Sophia Mohr, August 2014”

For more information about the role, reach out to hiring manager Wendy Villarosa, If you have any questions about the recruitment process, please reach out to recruiter Christina Nellevi at

Please note that we will be interviewing continuously, so do not delay, please send us your application in English asap but no later than 27th Jan 2023.

We look forward to receiving your application!