Customer Engagement Leader

Job Description

• Job ID: 340372

• Date posted: 23/06/2026

Who you are

At IKEA, we believe everyone has something unique to offer. For this role, we’re looking for someone who:
• Holds a degree in Marketing, Management or a related field;
• Brings at least 5 years of experience in customer engagement, loyalty programs or CRM, ideally within retail or omnichannel environments;
• Knows how to work with CRM and loyalty tools, understanding their mechanics well enough to make better strategic decisions, brief with confidence and collaborate effectively with the CRM hub and agencies;
• Demonstrates solid strategic and analytical skills, able to translate customer insights and data into relevant engagement initiatives and measurable business impact, always identifying opportunities to evolve and improve the strategy;
• Has experience leading, influencing and collaborating with co-workers and stakeholders in complex, cross-functional environments, including global teams;
• Is comfortable working with digital channels and marketing technology, understanding their role in a multichannel customer journey;
• Has a strong marketing sensibility, with the instinct to delight, create meaningful relationships and anticipate customer shopping behaviour, translating that understanding into engagement strategies that feel relevant, timely and human;
• Is inspired by the IKEA vision, culture and values, and energised by co-creation, entrepreneurship and continuous improvement.

A day in your life with us

No two days are the same at IKEA, but here’s what you can expect as a Customer Engagement Leader:
• Lead and develop the country customer engagement and loyalty strategy, ensuring strong contribution to marketing and business objectives, while continuously identifying opportunities to strengthen and evolve it;
• Drive the IKEA Family and other loyalty programs, defining local benefits and ensuring relevance for different customer groups;
• Identify and maximise the strategic contribution of multiple customer segments to deliver growth, engagement and customer lifetime value.
• Lead and coordinate CRM and 1:1 marketing activities, working closely with the CRM hub, agencies and internal stakeholders, with enough understanding of the tools and platforms to make informed decisions and brief with clarity;
• Act based on insights and performance indicators to continuously follow up, learn and improve engagement output, turning data into concrete opportunities for the business;
• Build and maintain a strong relationship with global teams, ensuring local strategy is aligned with the global engagement direction while adapting it to Portugal’s context and priorities;
• Partner with store teams, providing inputs and recommendations that support engagement performance and strengthen the connection between online and offline customer experiences;
• Champion the evolution of loyalty from a transactional programme to a truly meaningful and lasting relationship with IKEA customers, putting people and their needs at the centre of every decision.

Together as a team

Inspired by our Swedish roots and humanistic vision, IKEA has a unique culture where everyone's contribution matters. We believe in the power of diversity, togetherness and informality – you'll likely feel right at home here.

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