Purpose
Retaining existing customer only costs 1/5 of gaining a new customer. The big task for IKEA FAMILY is to recruit, retain and develop existing customers so that we drive business growth in a cost efficient way. So IKEA FAMILY is the great local tool for the store to generate quality visitation and sell more of the total IKEA range. The store FAMILY mgr will maximize contribution of this loyalty program to support the store to achieve its goals. This person will also contribute to national FAMILY strategy and investment plan to secure best ROI.
Mandate
Store FAMILY mgr is a crucial member in LM function. To recruit, retain and develop the existing
customers in the market. To influence the store SSG and commercial group, collaboration, generate buyin to maximize the contribution of FAMILY in the market. To strengthen FAMILY internal communication among co-workers and across the store.

Main Responsibilities and Duties
Recruit members and identify members
? Duty One: Convert as many visitors as possible to be members by communicating member
benefits in the FAMILY shop and around the store on each store touch point and engage the
whole store to maximize recruitment
? Duty Two: collaborate with commercial team to identify right FAMILY offers to recruit and
identify more members
Build rich knowledge about members
? Duty One: Constantly gain customer insight through MDB (marketing database), member
panel and other integrated research resources
? Duty Two: React on analysis result and share to the store and mgt team
Deliver relevant communication to activate members and drive traffic
? Duty One: Based on customer insight from database and store commercial calendar to
formulate local FAMILY communication plan, develop segmentations to increase relevancy.
? Duty Two: Secure quality execution.
Measurement and tracking
? Duty One: Continuously improve and optimize campaign planning by implementing
measurement and tracking tools
? Duty Two: Follow up on ROI for all campaigns and share the learning to the store
Budget planning and controlling
? Duty One: Forecast FAMILY communication budget and have the sense of integration of PR,
web and research to maximize use of LM budget
? Duty Two: Safeguard the central investment in local market
Internal communication and influencing
Duty One: Influence the store SSG and commercial group, collaboration, generate buy-in to maximize
the contribution of FAMILY to support IKEA positioning and growth in the market.
Duty Two: Strengthen internal communication among co-workers to increase understanding of IKEA
FAMILY and profile FAMILY as the great local tool to support IKEA positioning and growth.

關于宜家集團
IKEA宜家于1943年由其創始人英格瓦?坎普拉德 (Ingvar Kamprad) 在瑞典創立，截至FY16財年，宜家集團在46個國家和地區擁有389家商場，全球員工總數超過180000名。宜家于1998年在上海開設了中國第一家商場，之后陸續在北京，廣州、成都、深圳、南京、沈陽、天津、無錫、重慶、杭州、西安建立了24家商場和2家訂貨中心。宜家一貫以“為大眾創造更美好的日常生活”，“提供種類繁多、美觀實用、老百姓買得起的家居用品”為經營理念。

未來，我們將著重于為消費者提供更好的購物體驗，為線上線下服務的融會貫通做好準備工作，為中國人更好的家居生活提供更多選擇和更好的解決方案。盡管新商場結合新的電子商務對銷售增長貢獻良多，但主要的增長均來自于現有商場。宜家的家居解決方案- 今年重點是在與更好享受美食相關區域的解決方案-被證明為廣大的消費者所喜愛。此外，宜家集團2015財年新開了13家商場，并在西班牙，挪威和芬蘭開設了3個新的提貨點，在那里消費者不但能自提事先預定的產品，也可以領略部分宜家產品系列。

在氣候變化的關鍵年，宜家集團同IKEA FOUNDATION 宣布承諾投入共計10億歐元加速向低碳經濟的轉型，支持受氣候變化影響嚴重的社區。宜家集團的這一承諾讓公司向能源獨立，生產同自身消耗能源相等的可再生能源的目標距離得更近。

宜家家居重慶商場于2014年3月27日盛大開業，是IKEA宜家家居在中國的第15家商場。宜家重慶商場的開業為山城消費者提供更多家居生活靈感與解決方案。宜家重慶商場分為地上三層，地下一層，營業面積多達45,348平方米，涵蓋了充滿生活靈感的家具展間，種類齊全的家居用品，9500多種設計精致、美觀實用的家具和家居用品；商場還根據重慶人對于家居生活的要求與夢想度身訂制了55個展間和5個完整的家，給重慶消費者帶去整體居家解決方案。