Customer Relations & Local Marketing Communications Manager

PURPOSE OF THE JOB

To ensure a joyful shopping experience by focusing primarily on Customer Relations while leveraging communication to enhance engagement and clarity. This includes:

- Driving a customer-focused culture and seamless buying processes.

- Securing easy payment and after-sales fulfillment.

- Using customer insights to influence store decisions and improve satisfaction.

- Supporting marketing and communication activities that complement and strengthen the customer experience.

RESPONSIBILITIES OF THE JOB

Customer Relations Focus

• Ensure an easy buying process and positive shopping experience across all touchpoints.
• Drive a customer-focused culture throughout the store and secure an inspiring shopping experience.
• Influence store management decisions using customer insights and a “First Time Right” mindset.
• Identify and remove hindrances to secure easy payment and after-sales fulfillment.
• Establish and maintain service agreements with internal and external partners to safeguard IKEA culture.

Marketing & Communications Focus

• Develop and implement the store’s annual marketing and communication plan aligned with commercial priorities.
• Provide market insights and segmentation strategies to increase visitation and repeat visits.
• Manage local marketing budget and measure ROI on marketing investments.
• Lead internal communication and co-worker engagement activities to create togetherness and enthusiasm.
• Support HR in employer branding initiatives internally and externally.
• Drive sustainability and community engagement programs to position IKEA as a caring company.
• Deliver local communication support during operational or reputational crisis situations.

Shared Leadership Responsibilities

• Develop talents within the team to ensure succession planning.
• Secure compliance with IKEA standards, policies, and local legislation.
• Collaborate across functions to integrate customer experience and marketing strategies.