Job Description

Company DescriptionOur portfolio of shopping centres are the hearts and hubs of our communities, creating a better everyday life for the 100 million visitors who visit us every year.Together with our IKEA stores, we create meeting places for friends and families to have a safe and fun day out. We also develop land and invest in residential, office and other types of real estate to create vibrant destinations where people can live, work and play. With strong ambitions to grow our portfolio, we currently operate five meeting places in Malaysia and Thailand. These include IPC and MyTOWN in Kuala Lumpur, Toppen in Johor Bahru, the first phase of Klippa in Batu Kawan, and Megabangna in Bangkok. We are part of Ikano Retail, one of 12 IKEA franchisees and the only one owned by the family of Ingvar Kamprad, who founded IKEA in 1943. To learn more, visit our website or page.About the jobThe Shopping Centre Marketing function develops the overall meeting place concept, marketing and digital strategy direction for all shopping centres under Ikano Centres. The Head of Customer Experience & Digital leads the long-term Shopping Centre brand development with progressive brand positioning, distinctive brand marketing experiences, and continuously ensures a seamless and inspiring customer journey. A key focus is implementing best in class marketing and customer experience practices and also leading the way to future proof our entire portfolio with a clearly defined digital and innovation roadmap.Your assignment

• Develop and lead long-term marketing and digital strategies for shopping centres, focusing on both B2C and B2B.
• Define frameworks for local strategy implementation in branding, marketing, CRM, sales promotions, and social media.
• Drive conversions in the brand funnel across all marketing campaigns and activations.
• Oversee ATL creative and media strategies across all centres.
• Manage key communications channels to create awareness for internal and external stakeholders.
• Develop PR and communications strategies for Ikano Centres and individual units.
• Lead customer journey strategy development and optimization efforts, including research methodology.
• Manage regional marketing budget and develop business plans in collaboration with centres.
• Support expansion efforts with brand strategy and marketing budget inputs for new centres.
• Drive collaboration with IKEA to maximize cross-sales and visitation.
• Recruit, build, and lead dedicated shopping centre marketing and digital teams.
• Review meeting place concept to ensure alignment with brand positioning and commercial development.
• Implement digital strategy roadmap, focusing on social media, CRM enhancements, and digital innovations.
• Drive development of user-friendly CRM with data analytics for personalized offers.
• Optimize online to offline experience and drive strategic partnerships for new revenue streams.

• Degree or master\xe2\x80\x99s in marketing, advertising, PR, communications or related disciplines.
• Min 10 \xe2\x80\x93 15 years relevant marketing experience with three years in a regional role.
• Experience in a shopping centre, retail, service-related industry or creative brand agency is a bonus.
• Fluent in English, verbal and written, with excellent communication skills, as there will be a strong emphasis on presentations and public speaking.
• Strong decision-making ability.
• Leadership capabilities to identify and support competence development needs of co-workers through coaching and mentoring to maximise a co-worker\xe2\x80\x99s potential.
• Extensive experience in the full spectrum of brand and marketing and relevant touchpoints (brand positioning, marketing campaigns, PR & communications, media strategy, events, digital and social media, app and CRM).
• Knowledge of key marketing KPIs and metrics, with a strong point of view on the relationship between marketing effectiveness measurements and business outcomes.
• Strong strategic and analytical capabilities to plan for both long-term and short-term brand strategies.
• Campaign and project management (budgets, timelines, creative processes) fluency with a good ability to plan and organise.
• Vision to relate customer insights to strong business opportunities.
• Passion to identify emerging trends and disruptions across a wide spectrum of marketing thinking, tools, and technologies and is able to give an informed view of how these areas can impact our business.

Ikano