Al Futtaim Jobs - Digital Channel Performance Manager | IKEA | Service Office, Dubai (Dubai, AE)

Job Requisition ID: 69864 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

 

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

 

Come join us to live well, work better, and be the best.

About You

You have the interest and inspired of digital development. You have the willingness and passion in transforming IKEA to be the world’s leading multichannel home furnishing retailer. You lead and act the IKEA culture and values. You are inspired by working together in fast paced and complex environments and energized by achieving success and results through people.

 

What’s more, we believe that you have the following knowledge, capabilities and motivation:

• Live and share the IKEA values every day
• University degree in finance (MBA) and/or digital development
• 5+ years of experience digital performance measurement/evaluation 
• Solid experience of setting goals and KPI’s and deep know how of working with customer experience journey in a digital environment
• Experience in analyzing and evaluating data and customer trends
• Strong knowledge and experience of working in omnichannel environment (e.g. mobile, web, social media, 3rd party, widget)

• Strong teambuilding, networking and leadership skills

• Strong analytical and financial skills

• Good written & spoken English

 

About the Role

You will lead the work to make IKEA more accessible through a digital presence wherever, whenever the customers choose to meet us. You will manage the development of the digital channels and Ecommerce business to stimulate more people, both new and existing customers, to visit us more and to build trust and loyalty to IKEA.
 

Key Specific Accountabilities:

• Lead the creation and development of the W.E.D. plan/strategy with a main focus upon customer experience, digital performance, financial and processes.
• Define and monitor goals and KPI’s for all digital channels (end-to end) to improve customer experience (satisfaction) and P&L performance.
• Responsible for selling function and work with wider Ecommerce team, to contribute to ecommerce plan /output in order to deliver the business objectives & goals.
• Implement the IKEA Customer experience map with the purpose to contribute to a positive multichannel shopping experience across all touchpoints as well as Identifying improvement areas in buying process
• Monitor and control the digital legal/compliance areas
• Lead the financial area of all digital channels (profit & loss, forecasting, scenario planning, total cost, returns, fraud awareness and prevention)
• Broaden our customer base by positioning IKEA in the hearts and minds of the many people, creating accessibility with seamless and intuitive digital experience
• Lead and develop highly effective team of specialists
• Measurement of return on investment (ROI) on digital products and transformation initiatives to create business value
• Systematically coordinate the development of digital analytics to understand performance and customer behaviour across touch points and campaigns
• Analyze the sales performance, margins and expenses and recommending the changes within the digital, web, ecommerce framework. 
• Responsible for the digital and physical meeting points
• Analyze the performance of various digital optimization investment and initiatives which including SEO, SEM, GMB, Campaigns performance, Cart Abandonment, Retargeting tools, 3D, Personalization, Checkout etc. and ensure all revenue making streams are continuously improved.
• Responsible for the user experience conversion throughout the website journey, which incl. the funnel conversion and concrete plans to improve the experience and revenue.
• Close collaboration with the key functions (Central Unit, Customer Service Center & Last mile) supporting the Ecommerce sales, to ensure the services provided to online customers are as per the SLAs/ Processes

 

 

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

 

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

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