IKEA FAMILY Manager (宜家市场部会员俱乐部经理）

职位类别： ME设备工程师

1. Purpose

Retaining existing customer only costs 1/5 of gaining a new customer. The big task for IKEA FAMILY is to recruit, retain and develop existing customers so that we drive business growth in a cost efficient way.So IKEA FAMILY is the great local tool for the store to generate quality visitation and sell more of the total IKEA range. The store FAMILY mgr will maximize contribution of this loyalty program to support the store to achieve its goals. This person will also contribute to national FAMILY strategy and investment plan to secure best ROI.

2. Mandate

Store FAMILY mgr is a crucial member in LM function. To recruit, retain and develop the existing

customers in the market. To influence the store SSG and commercial group, collaboration, generate buyin to maximize the contribution of FAMILY in the market. To strengthen FAMILY internal communication among co-workers and across the store.

3. Main Responsibilities and Duties

a. Recruit members and identify members

 Duty One: Convert as many visitors as possible to be members by communicating member

benefits in the FAMILY shop and around the store on each store touch point and engage the

whole store to maximize recruitment

 Duty Two: collaborate with commercial team to identify right FAMILY offers to recruit and

identify more members

b. Build rich knowledge about members

 Duty One: Constantly gain customer insight through MDB (marketing database), member

panel and other integrated research resources

 Duty Two: React on analysis result and share to the store and management team

c. Deliver relevant communication to activate members and drive traffic

 Duty One: Based on customer insight from database and store commercial calendar to

formulate local FAMILY communication plan, develop segmentations to increase relevancy.

 Duty Two: Secure quality execution.

d. Measurement and tracking

 Duty One: Continuously improve and optimize campaign planning by implementing

measurement and tracking tools

 Duty Two: Follow up on ROI for all campaigns and share the learning to the store

e.Budget planning and controlling

 Duty One: Forecast FAMILY communication budget and have the sense of integration of PR,

web and research to maximize use of LM budget

 Duty Two: Safeguard the central investment in local market

f. Internal communication and influencing

Duty One: Influence the store SSG and commercial group, collaboration, generate buy-in to maximize the contribution of FAMILY to support IKEA positioning and growth in the market.

Duty Two: Strengthen internal communication among co-workers to increase understanding of IKEA FAMILY and profile FAMILY as the great local tool to support IKEA positioning and growth.



Competence Requirement:

a. more than 5 years customer loyalty experience 

b. Have the Knowledge about Hangzhou market

c. Able to think strategically and formulate local action plan

d. Able to influence people,collaboration, generate buy-in

e. Able to form strong working relationships with all levels of management in the store

f. Have highly effective and creative English written and verbal communication skills.

g. Secure good brand identify in communicating with members 

h. Able to analyse from MDB and formulate the conclusion

• 年龄要求： 不限
• 语言要求：不限