Country Customer and Consumer Engagement Manager

Country Customer and Consumer Engagement Manager

IKEA Service Office
Country Customer and Consumer Engagement Manager

You contribute to driving growth and brand positioning in Belgium and Luxembourg by developing an integrated consumer and customer engagement approach including the media approach and loyalty approach in co-operation with all functions involved and by securing they are operationally implemented. You are a key contributor to the definition and the implementation of the country marketing strategy.

You report to the Country Deputy Marketing Manager.


•You define our paid/owned/earned media strategy as well as our customer engagement strategy and make sure they are translated into action plans of which you lead the implementation.
•You are an active contributor to the implementation of the IKEA Positioning Strategy, identifying and acting upon positioning opportunities aimed at broadening the IKEA customer base in a multichannel/digital context
•You lead and develop the Customer and Consumer Engagement team
•You develop Media planning and Media Mix Management capabilities within the organization
•You build an innovative, customer centric loyalty approach and loyalty management schemes to increase customer life time value and the emotional connection with IKEA Brand
•You assure that solutions enable an enriched consumer & customer marketing profile covering channels and touchpoints which can be used as well as supporting personalized & contextual engagement
•You work in close collaboration with the Marketing Communication Manager to develop and drive the implementation of integrated marketing and customer experience plans
•You actively contribute to the definition of the yearly marketing approach in cooperation with other functions in the department (Market Intelligence team, Customer Experience team, Web & eCommerce team) and other key stakeholders (ex. Sales team).
•You drive the optimization of media budget, looking for ways of working delivering the highest impact.
•You secure media governance by supporting the work with media agencies and in connection with media vendors such as Google, Facebook etc.
•You are an expert in brand management activation and understand how it helps to build a strong brand
•You have media strategy and planning experience as well as buying experience
•You can manage budgets, projects and stakeholders
•You understand how to leverage consumer and customer insights to build strong engagement solutions
•You understand media trends and how to achieve a competitive edge in a fast-paced environment, and you are able to generate a longer term vision
•You are passionate about understanding consumer behaviour, people’s life at home and home furnishing.
•You have a passion for strengthening the IKEA Brand and know how to leverage insights to create relevant engagement solutions
•You are able to personalise the customer experience based on segments, behaviour, patterns and localisation consistently across channels and media
•You are self-reliant and motivated with a proven ability to work as part of a multi-functional team as well as independently
•You have strong communication skills and you are able to engage others on your ideas.
•You have proven success of managing teams and external suppliers.
•You have interest in what is happening within the market, globally and locally. Good understanding or ability to quickly develop knowledge of the Belgium and Luxembourg market and business conditions
•You can speak and write fluently in English and Dutch and/or French
You can apply via this link: