Total 2 Communications Officer job vacancies in Kelana Jaya

About the job

The 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.

Your Assignment

• You are helpful and friendly in approaching customers, always aiming for a win-win situation and for repeat business.
• You record information accurately in the relevant systems so that we can use the resulting analysis to make improvements to our customers’ future shopping experiences.
• You know the Customer Relations action plan and support the goals and targets given to you by your manager to ensure the effective execution of our action plan.
• You know our daily and weekly service targets and drives to improve our service delivery.
• You develop a strong knowledge of the delivery and assembly facilities and provide/promote to customer.
• You optimise the relationship with our customers in order to drive sales growth and sustained long-term profitability.
• You are empowered to solve customer complaints within my level of authorisation. You recognise when you need to escalate an issue and then pass on the relevant information to a manager to deal effectively with the customer.
• Understanding the IKEA Concept, global solutions, tools and working methods and ensuring you use the appropriate manuals from Inter IKEA Systems to help you optimise our customers’ shopping experience.
• You ensure safety guidelines are met within the merchandise & pick up area and service desk area.
• You are able to support the front counter and merchandise & pick up area when required.