Ccc Specialist

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**

We want to fill this position with a customer-focused enthusiast who can support us in securing the IKEA brand and our overall vision of “creating a better everyday life for the many people”.

**Your assignment**
- Responsible for ensuring the accuracy of the websites across all Ikano retail markets by creating and analysing quality control checks, report building and data check
- Ensure that there is consistent Omni channel approach towards content shared across all channels and across all Ikano retail markets, Online/Offline and when needed.
- Ensure that accurate content translation is in place across all Ikano retail markets
- Regularly review the non-commercial digital content. Securing tone-of voice in non-commercial messaging and seeking consistency across all Ikano retail markets
- Ensure that all notification’s related to customer order status, track & trace, order amendments, payment, refund confirmations T&C and MFQ, are consistent, accurate and relevant via all different communication channels.
- Ensure that all non-commercial communication is aligned, on and offline with the relevant stake holders, such as digital, customer relations, fulfilment, and transport providers.
- Secure consistency content and communication across all channels and all Ikano retail markets, Online/Offline
- Use customer feedback (Pulse CX, complaints) to identify improvement potentials in customer communication across our digital channels and or consistency in messaging across all channels
- Actively assess PDPA regulations when personalising customer communication
- Proactively check industry trends on new opportunities for more effective and relevant customer communication and align with the digital team on development potentials
- Collect customer input/insights to develop new ways of communicating, such as, although not limited to, personalised notifications
- Structure, lead and develop an effective communication process with stakeholders across all Ikano retail markets
- 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.

**Qualifications**:
**Your profile**
- You have at least 2 years of experience in a role which focuses on digital communication and content in either the field of e-Commerce or Digital Marketing.
- Deep knowledge of IKEA e-Commerce processes and order flow.
- Possess an in-depth working knowledge of customer orders systems for retail and distribution off and online environment.
- Knowledge about the connectivity of system processes and functions spanning E-Commerce operations.
- Knowledge of customer journeys in an omnichannel environment.
- Good knowledge of change management methods and tools as well as stakeholder management.
- Broad knowledge of the IKEA omnichannel reality and online customer behaviours.
- Broad knowledge of operational plans and goals as well as follow up on KPIs.
- Ability to work on an operational and tactical level.
- Ability to make things happen with flexibility, speed and simplicity.
- Ability to network and interact effectively with different people and situations.
- Ability to identify and structurally communicate current trend and risks, as well as to highlight improvement opportunities.

Additional Information