Omnichannel Excellence Leader
Skills
About This Role
Company Description
Come help us create a better everyday life for the many people.
That’s the IKEA vision.
We do that by offering a wide range of home furnishings with good design and function at prices so low that many people will be able to afford them.
Purpose
This role ensures omnichannel excellence by aligning strategy, operations and technology with commercial priorities to maximize customer satisfaction, conversion and long-term growth.
It plays a key role in driving digital commerce by leading the Digital Excellence team and shaping the online presence strategy across digital initiatives, data analytics, user experience and continuously evolving digital platforms.
Accountabilities
- Define and drive the omnichannel and digital experience strategy in alignment with global frameworks and local priorities
- Establish, monitor and maintain the web channel operations/releases, i.e. content, planners releases, etc. in line with the global web channel on the IKEA website and all digital platforms/devices
- Ensure consistency in content, prices, availability, services and communication across all digital channels
- Establish governance for digital operations, releases and cross-functional alignment
- Define UX/UI improvement roadmap based on customer insights and behavioral data
- Lead end-to-end customer journey optimization across all touchpoints (web, app, stores) and working together with cross functional teams Marketing, Sales and Supply Chain
- Ensure consistent and high-quality visual standards across all platforms
- Lead SEO initiatives across technical and content domains, owning the collaboration with third-party partners and ensuring timely and effective delivery.
- Drive online sales growth, conversion and average check
- Track KPIs for digital performance including traffic, conversion, fulfillment speed, service quality and PulseCX or web orders
- Identify growth opportunities through data-driven insights and customer behavior analysis
- Work closely with Supply Chain, Stores and Customer Service teams to optimize fulfillment models
- Challenge and improve fulfillment rules, delivery times and service propositions to enhance customer perception
- Manage and collaborate with external partners, agencies and technology providers when needed
- Manage people within the team and ensure active collaboration with other functions.
- Contribute the country omnichannel vision, one customer, one experience across stores, web, app and customer meeting points
- Share insights with key stakeholders in Service Office and the global matrix on how to improve the multichannel customer experience
Qualifications and Experiences
- Bachelor’s Degree a any related field.
- 5 years of experience in digital retail across relevant focus areas
- Strong understanding of web architecture (frontend, backend), including CMS structures and API integrations through core e-commerce flows
- Solid knowledge of analytics and tracking frameworks (e.g., GA4, PowerBI and Databricks)
- Experienced with release management and UAT processes
- Good understanding of SEO fundamentals, including technical structure and content optimization
- Exposure to AI and automation use cases with the ability to identify and leverage opportunities
- Strong knowledge of marketing technologies and tools across web and app journeys
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