You have the interest and inspired of digital development. You have the willingness and passion in transforming IKEA to be the world’s leading multichannel home furnishing retailer. You lead and act the IKEA culture and values. You are inspired by working together in fast paced and complex environments and energized by achieving success and results through people.
What’s more, we believe that you have the following knowledge, capabilities and motivation:
Live and share the IKEA values every day
University degree in finance (MBA) and/or digital development
5+ years of experience digital performance measurement/evaluation
Solid experience of setting goals and KPI’s and deep know how of working with customer experience journey in a digital environment
Experience in analyzing and evaluating data and customer trends
Strong knowledge and experience of working in omnichannel environment (e.g. mobile, web, social media, 3rd party, widget)
Strong teambuilding, networking and leadership skills
Strong analytical and financial skills
Good written & spoken English
About the Role
You will lead the work to make IKEA more accessible through a digital presence wherever, whenever the customers choose to meet us. You will manage the development of the digital channels and Ecommerce business to stimulate more people, both new and existing customers, to visit us more and to build trust and loyalty to IKEA.
Key Specific Accountabilities:
Lead the creation and development of the W.E.D. plan/strategy with a main focus upon customer experience, digital performance, financial and processes.
Define and monitor goals and KPI’s for all digital channels (end-to end) to improve customer experience (satisfaction) and P&L performance.
Responsible for selling function and work with wider Ecommerce team, to contribute to ecommerce plan /output in order to deliver the business objectives & goals.
Implement the IKEA Customer experience map with the purpose to contribute to a positive multichannel shopping experience across all touchpoints as well as Identifying improvement areas in buying process
Monitor and control the digital legal/compliance areas
Lead the financial area of all digital channels (profit & loss, forecasting, scenario planning, total cost, returns, fraud awareness and prevention)
Broaden our customer base by positioning IKEA in the hearts and minds of the many people, creating accessibility with seamless and intuitive digital experience
Lead and develop highly effective team of specialists
Measurement of return on investment (ROI) on digital products and transformation initiatives to create business value
Systematically coordinate the development of digital analytics to understand performance and customer behaviour across touch points and campaigns
Analyze the sales performance, margins and expenses and recommending the changes within the digital, web, ecommerce framework.
Responsible for the digital and physical meeting points
Analyze the performance of various digital optimization investment and initiatives which including SEO, SEM, GMB, Campaigns performance, Cart Abandonment, Retargeting tools, 3D, Personalization, Checkout etc. and ensure all revenue making streams are continuously improved.
Responsible for the user experience conversion throughout the website journey, which incl. the funnel conversion and concrete plans to improve the experience and revenue.
Close collaboration with the key functions (Central Unit, Customer Service Center & Last mile) supporting the Ecommerce sales, to ensure the services provided to online customers are as per the SLAs/ Processes