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Retail Package CRM Platform Specialist | Core Business Franchise

Malmö, Skåne County - Informaciones sobre la localización de la oferta Expansión Jornada completa

Descripción del trabajo

At Inter IKEA Systems B.V., we do a lot of different things to make our vision come to life. As the franchisor of the IKEA Concept, it’s our job to protect, develop and enable the success of the IKEA Brand, together with our colleagues in other IKEA companies around the world. That can make our work – and our workplace – a bit complex. And that’s why strong, clear communication is key to our success.  

We want to become an even more affordable, sustainable and accessible home furnishing retailer in an omni-channel reality. We bring business and data & technology together to improve how we work and meet customers and enable us to focus on creating value. So we can continuously improve and scale IKEA, together with our partners and the many people.

About you

We are looking for someone who likes making the complex simple and who believes in working together as one team. We believe that you are delivery focused with excellent attention to detail and drive to resolve issues. You get energy from working in a product-oriented organization based on agile principles and ways of working. You are also passionate about enabling ‘a better everyday life’ through technology, digital innovation, and empowered teams. 

Ideally you have 3 or more years of experience in a delivery organization with a scaled agile and/or DevOps setup. You have experience working in global retail organizations or have recent IKEA experience in retail or value chain. You have demonstrable experience in conducting quantitative and qualitative analysis and have worked with and have knowledge of the needs of customers or clients (internal or external). In addition, you enjoy learning new technology to expert level in both the technical and business dimensions.

To be successful in this role, you have a solid experience and proven track record as application consultant or similar role working with CRM solutions based on Microsoft Dynamics 365 Customer Service (and earlier generations of Microsoft CRM) and the Microsoft Power Platform. We also appreciate if you have relevant and up-to-date Microsoft Dynamics 365 Customer Service and Power Platform Certifications.

You have a cloud first mindset and believe DevOps and automation are keys to success. 

Knowledge and some experience from other Microsoft Azure Platform Services (e.g., WebApp, Azure SQL, Azure Integration Services) is also an asset. 

You are expected when gotten into the role to have very good knowledge in configurations and setups of the CRM platform, both standard Microsoft Dynamics platform, as well as the IKEA custom development performed by the Platform teams. 

You are experienced with agile development practices, particularly owning, and running specific agile events such as backlog refinement and sprint reviews. You understand how to build and support high performing product teams. 

Knowledge of the IKEA franchise system, vision, culture, and values and an understanding of the complexity of the IKEA business and technology landscape is preferred.

About us

Our vision, to create a better everyday life for the many people, influences everything we do. It is a vision that lives in the everyday efforts of all co-workers, all over the world. 

Fulfilling the IKEA vision requires a strong, efficient, and sustainable business setup. That is why it is built on a franchise system. The IKEA Franchisor, Inter IKEA Systems B.V., is the worldwide owner of the IKEA Concept and has the responsibility to ensure that the IKEA Concept stays attractive and competitive while enabling growth and a profitable business for IKEA franchisees.

Retail Operation Solutions & Support (ROSS) is an integral part of Core Business Franchise and consists of a team of people with passion for retail and competence in business and technology. We are moving into a new chapter with an ambition to provide IKEA retailers with a set of digital products and services that are integrated into IKEA value chain and supporting the omnichannel IKEA Concept. We call this the Retail Package and it covers key capabilities for retail operations. Currently our retail package is mainly used by the non INGKA retailers.

Take time to explore the IKEA Franchise system here, and read more about us here.

About the role 

As a Platform Specialist in ROSS, you will be working with Retail Package CRM platform which is based upon Microsoft Dynamics 365 Customer Service and Microsoft Power Platform. The platform is considered a core enabler for the retail package product teams that deliver digital products in the Customer Engagement domain.  We are offering our solution as a cloud-based platform.

We are currently in the middle of a transition, moving into a more product and platform-oriented organization set up, at the same time we are also looking into how we can migrate and/or implement IKEA application customisations where we in a clearer way can separate platform layer and product layer. 

You will support Platform Managers and Owners to define the value created by the platform, and the metrics used to measure this value. You will also monitor the benefit realization of the product/platform using benefit metrics, objective realization, and other performance reporting.

You will be responsible for platform related analysis, based on customer and product data. It’s important that platform Managers and Owners are supported in decision making with analysis and insights. By analysing and validating the actual impact of the product, you will contribute to ensuring the product reaches its goals. 

In addition, you will be responsible for configurations and setups of the platforms both in our test environments but also to support our franchises with their production environments, as well as related documentation. You will work cross functional to ensure that the agile team has what is needs and remove blockers that prevent the agile team to maximize the delivery of digital platforms.


  • Facilitate workshops to develop business requirements; create demonstrations to provide proof of concept; 

  • Provide input and advice regarding platform capabilities, functions and features.

  • Conduct hands-on implementation, configuration and development of the various components of the platform both production and test environments.

  • Build positive retailer user relationships by developing an understanding of the client’s business processes.

  • Develop analytical and insightful recommendations to meet deliverable targets, and complete project tasks within budget and to customer satisfaction.

  • Support the requirements gathering, Business Process Analysis.

  • Understand customer requirements and advise project and product team on highly specialized, complex solutions architecture and implementation together with platform architect and business analyst

  • Participate as the technical expert in proposal development and presentations

  • Deliver presentations to all levels of management.

  • Adapt to different end-user learning styles when training, gathering requirements, etc.

  • Create documentation for retailers' clients, including PowerPoint presentations and Visio workflows regarding functional and technical requirements, design, training, process engineering, etc.

  • Assist internal resources with support or “pre-sales” and/or education of the platform and related integrations.

A few more details for you

At IKEA we believe that we’re better when we’re physically together for collaboration, dialogues, and conversations. We believe in the power of human interactions; the informal chats, the energy, belonging, and creativity generated by people being in the same place. Our approach is that we spend most of our time in the IKEA workplace and with flexibility to work from home when relevant.

This is a full-time role (40 hours per week) located in Malmö, Sweden. You will report to the Platform Manager in ROSS. 

3rd July, 2022, is the closing date to apply for this role. Please send your application – CV and motivation – in English and let us know why you would be a good fit. We look forward to hearing from you!