As a person you are passionate about people, business, IKEA’s purpose and continuously driving better performance. You are energized by driving business growth and contributing to overall success of IKEA through providing an excellent customer experience in all touchpoints.
For this role we believe you have minimum 5 years of experience in Digital Marketing, E-commerce, Customer Experience/Support or similar as well as experience in driving output within set scope and following up results. Further, you have experience using business intelligence and metric driven data for Customer Insights or Customer and experience in a multichannel environment or similar competence, built through the career. You also have Digital and/or physical retail business experience.
You have broad knowledge of IKEA concept, brand objectives, IKEA Culture & Values and vision as well as of IKEA tools, processes and cycles, especially in E-commerce, as well as of IKEA E-commerce processes. You also have broad knowledge of Life at Home and Home Furnishing as well as of customer behaviours and expectations in the context of the customer experience map. Moreover, you have broad knowledge of how consumer acts, feels and behaves in a multichannel retail environment to apply the insights in the shopping experience design in all online touchpoints as well as of how to optimise the customer experience across online touchpoints and to increase the likelihood that customer visits convert to sales as well as of how data and insights about customer interactions with IKEA can be translated into seamless solutions. On top of this, you possess good knowledge and understanding of digital analytics and other tools to follow the performance online as well as of the IKEA multichannel reality and online customer behaviours as well as of operational plans and goals including follow up on KPIs.
You have strong analytical skills with ability to draw conclusions from customer experience data as well as strong organisational and planning skills with an ability to prioritize and turn strategies into operational plans and impactful actions. In addition, you have ability to take holistic decisions, always keeping the customer needs and a seamless experience in focus, to drive new growth opportunities. You also have ability to work and perform under pressure, with flexibility and simplicity, combined with ability to follow up on work done and capture learnings to improve.
What you'll be doing day to day
In the role as Country Online Performance Specialist, you are responsible for seeing the business through the eyes of the customer and contributing to a seamless experience by proactively identifying needs and suggesting 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 • Establish and analyze qualitative and quantitative data to find pain points in the customer shopping experiences and secure that all stakeholders take responsibility for improving initiatives • 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 proven solutions and ideas to make the operation 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 • 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 • Work close with the Customer Support Centre (CSC) to understand the customers’ needs and wishes: translate this to actions and improvements for the online customer • Actively cooperate with all key stakeholders 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) • 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
Our team within Ikea
The mission of our team is to turn visitors into happy customers. We’re a diverse group of digital fanatics who work together to lead our business development and operations across digital channels to inspire people with the IKEA range wherever they are – on a bus, in the waiting room, at an IKEA store, at home on the sofa or in the bathtub.