Job
Description
WHO YOU ARE As a person you are passionate about people, business, IKEA’s purpose and continuously driving better performance. You are energized by increasing customer value, driving business growth and contributing to overall success and results through people.You have a formal qualifications in Marketing, Business Management/Intelligence, Sales or equivalent. Minimum 5 years of experience in Digital Marketing, E-commerce, Customer Experience/Support or similar Experience in driving output within set scope and following up results, experience using business intelligence and metric driven data for Customer Insights in a multichannel environment or similar competence, built through the career. Digital retail business experience. • Broad understanding of customer behaviours and expectations in the context of the customer experience map • Broad knowledge of IKEA ecommerce processes • Broad knowledge of IKEA concept, brand objectives, IKEA Culture & Values and vision • Broad knowledge of IKEA tools, processes and cycles, especially in e-commerce • Broad knowledge of how data and insights about customer interactions with IKEA can be translated into seamless solutions • Broad knowledge of Life at Home and Home Furnishing • Broad knowledge of how to optimise the customer experience across online touchpoints and to increase the likelihood that customer visits convert to sales • Broad knowledge of how consumer acts, feels and behaves in a retail environment to apply the insights in the shopping experience design in all online touch points • Good knowledge and understanding of digital analytics and other tools to follow the performance online • Good knowledge of the IKEA multichannel reality and online customer behaviours • Good knowledge of operational plans and goals as well as follow up on KPIs • Motivated by increasing customer value and thinking customer first • Energized by driving business growth and contributing to overall success of IKEA through providing an excellent customer experience in all online touchpoints • Passionate about understanding the behaviours of the many people, the local Life at Home and current Home Furnishing trends YOUR RESPONSIBILITIES To see the business through the eyes of the customer and contribute to a seamless experience by proactively identify needs and suggest improvements to stakeholders, ensuring that online customers have an enjoyable and successful shopping experience. • Act as a member of the E-commerce team and proactively contribute to E-commerce plan/output in order to deliver to the common objectives and goals by thorough analysis of various aspects of online performance, leading to insights and advice to improve performance • Lead the establishment and continuous improvement of operational dashboard management including traffic analysis, conversion funnel, range, product pattern, etc. to maximise efficiency and effectiveness, and to ensure excellent performance throughout the year • Establish and analyse qualitative and quantitative data to find pain points in the customer shopping experiences and secure that all stakeholders take responsibility for improving initiatives • Accountable for Conversion Rate Optimizsation (CRO) for website and app. Perform funnel analysis to understand customer behaviour along the whole purchasing process, and the main reasons why customers return or cancel their orders, abandon basket etc. and take action to reduce the numbers and improve the process • Identify opportunities to make the customer journey online quicker, leaner and simpler with the perspective of the customer in mind at all times • Integrate “The Customer Experience Map” into the operational ways of working with Customer Experience online, to secure an end to end approach for creating a seamless experience for the customer • Drive A/B testing initiative for online channels with global and local stakeholders to drive continuous improvement in the online shopping journey • Secure the effective implementation of tools, working methods and best practice, in order to secure a strong retail foundation and raise the existing base • Support the reduction and elimination of sad flow whilst using the knowledge of customer shopping behaviour to influence the pipeline to review and change working processes thereby supporting overall sales and profit • Survey external benchmarks to understand industry trends and enable assessment of IKEAs online performance compared to competitors • Actively cooperate with all key stakeholders , local and global, within commercial and beyond to secure integration, common focus and maximize impact (for example Digital, CFF (Customer Fulfilment), Communications, Sustainability, BNOF (Business Navigation Operations & Finance), People & Culture) • Partner and secure support from local and global digital product owners to improve online performance for the market through need identification, business case development and proactive participation in need & solution assessment and delivery. • Be an active player in driving an open and sharing climate, being a role model of the IKEA values, and contribute to the transformation of IKEA TOGETHER AS A TEAM We deliver sustainable, extraordinary growth by creating a new, unique, inspiring and convenient meeting with the customers. We deliver a multi-channel experience that adds value to the many people and inspires a home furnishing movement. We are an equal opportunity employer: At IKEA, we value diverse backgrounds, perspectives, and skills. We are committed to providing coworkers with a work environment free of discrimination and harassment. We encourage individualism and invite you to come join our team and be yourself with us! We are an Equal Employment Opportunity employer and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristic protected by law. All employment decisions are based on qualifications, merit and business need. Show more Show less
