CPH Airport aimed to create a seamless omnichannel experience throughout the passenger journey, from pre-arrival to departure. To optimize this process, the airport needed a deep understanding of how passengers utilize digital channels. This insight was crucial for developing effective digital strategies that enhance the omnichannel environment.

As a Digital Performance Manager, I led the airport in developing a clear understanding of where to focus its digital offerings to better serve passengers and increase customer satisfaction and sales. This strategy centered on analyzing behavior patterns and optimizing passenger processes through digital services and omnichannel experiences to drive sales at the shopping center.

Leveraging my solid technical understanding of e-commerce and strong commercial acumen, I utilized data sources, technology, UX, and analytics to establish key performance benchmarks and support the technical implementation of digital transformation and omnichannel experience development.

My expertise in cross-functional collaboration, communication, project management, program management, and digital strategies enabled me to deliver sales growth and increase customer satisfaction.

IKEA's e-commerce platform was not reaching its full potential due to the lack of a holistic, data-driven strategy for e-commerce development and optimization. To address this challenge, I spearheaded the development of a comprehensive analytics framework for e-commerce performance and conversion rate optimization (CRO).

These initiatives went beyond a narrow focus on conversion rate. They encompassed the user experience and content to create a more engaging and intuitive e-commerce platform. By considering the overall user experience, content optimization, and digital merchandising, we aimed to enhance brand loyalty and increase user acquisition, ultimately driving long-term growth.

In addition to improving conversion rate and driving revenue growth, we gathered valuable data-driven insights that could inform overarching business development strategies. These insights enabled us to make informed decisions about product development, sales, marketing campaigns, and customer service initiatives, further optimizing IKEA's e-commerce.