Business Area Manager — Information Management, IKEA Belgium
04-2014 – present
Team leader of the Information Management team within the Customer Support Centre.
The Information Management team gathers and shares the information the contact centre co-workers need to perform their jobs. They provide the superusers of the most important software systems to drive the development, provide training and help end users with technical support. And they develop process automatisation software that takes care of the monkey work.
Market Collaboration Communicator, IKEA Retail Services – 80%
Local Store Web Matrix, IKEA Belgium – 20%
04-2012 – 04-2014
Within the Global Web Channel I worked as a representative for the Retail Web Teams reviewing development, communication & instructions before it went out to the markets. I centralised all information on IKEA.com and its dependency systems in the IKEA Web Guidelines.
I supported the Market Collaboration Leader to run the global mailbox and our global Yammer community. We co-hosted our monthtly WebEx meetings, the annual Web & Digital Live Meeting and many stakeholder meetings.
To keep my foot in the retail reality I kept a role as a Store Matrix Responsible supporting the Belgian Store Web Editors with guidelines, trainings, content and digital analytics.
Internet Responsible Person at IKEA Belgium
09-2009 – 03-2012
As the Online Marketing Responsible I focused on changing our ways of working. I outsourced search marketing and digital analytics to a specialised agency that got us more bang for the buck. I trained our Customer Relations Department to take care of their web content and took social media from a one shot campaign to a long term dialogue.
By combining website and search query data with the in-store purchase data I pinpointed seasonalities and commercial opportunities to make the commercial calendar even more profitable.
Webmaster at IKEA Belgium
12-2007 – 08-2009
I started at IKEA Belgium doing global and national content implementation. Together with national stakeholders I improved our web content and developed and implemented IKEA Belgium's online marketing strategy.
Reception, communication and education at Fondation Folon
05-2005 – 12-2007
The Fondation Folon is a museum just outside of Brussels created by the Belgian artist Jean-Michel Folon. My main responsibilities were ticket sales, statistics, PR & Communication to Flanders and abroad.