CRM & Data Specialist, Ikano Centres

6 months ago

Petaling Jaya, Malaysia IKEA Full time

**Company description**
The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Singapore, Malaysia, Thailand and Philippines - and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.

We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.

We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.

**Job description** About the job**

As the CRM & Data Specialist for Ikano Centres' Shopping Centre Brand Experience & Communications Department, you love turning data into compelling stories You will play a critical role in developing data-driven marketing strategies that improve customer engagement and drive footfall and sales conversions across all marketing initiatives. By analyzing consumer data from CRM systems across the shopping center portfolio, you will create a comprehensive view of the customer and work closely with our centre marketing teams to ensure a seamless omnichannel approach throughout our centers.

**Your assignment**
- Analyze customer data from CRM systems to develop data-driven marketing strategies that improve footfall and sales conversions across all marketing initiatives.
- Develop a comprehensive view of the customer by analyzing consumer data from CRM systems across our shopping center portfolio.
- Identify opportunities to optimize our marketing efforts by leveraging customer data and partner with internal and external stakeholders to initiate, co-develop, and optimize loyalty and marketing systems.
- Drive strategies to accelerate member acquisition and engagement to ensure a stable growth of overall member base and monthly active app users.
- Be the go-to loyalty and CRM point of contact for marketing teams when it comes to deploying solutions, localisation needs, or market-specific initiatives.
- Ensure full compliance with Persona Data Protection Act regulations and Ikano Retail policies with respect to collection, handling, and storage of members’ data in day-to-day work.
- Take charge of all administrative matters relating to documentation and budgets in areas related to loyalty and CRM.
- Build a best-in-class approach for center loyalty-related communications, including EDMs, push notifications, and other relevant content as part of wider marketing campaigns.
- Support local center content management for their CRM programs where required.
- Continuously improve and optimize CRM and loyalty programs based on customer insights, industry trends, and business needs.

**Qualification**
- You have at least 3-5 years of Loyalty & CRM experience in retail or agency, ideally with hands on experience in marketing technology and personalised communications.
- You are proficient in Microsoft Office programs, Microsoft Dynamics CRM 365, and other CRM programmes (Salesforce, Oracle, etc).
- You are proficient in CRM programs, data management, reporting, and dashboard management.
- You have a strong analytical skill to evaluate customer experience and derive conversion strategies.
- You are proficient in digital and social platforms with technical and functional knowledge, and strong communication skills.
- You have the analytical ability to evaluate end-to-end customer experience across multiple channels and touchpoints to derive conversion strategies.
- You are a capable communicator to convey complex analytical or technical topics in a straightforward and simple way.

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