Customer Experience Manager
- Participation in planning, build-up and opening of the new IKEA City store in Moscow- CX team recruitment and development- Efficient CX department management: planning of resources and budget, securing of payment & aftersale processes- Monitoring, analysis and follow-up of KPI’s- Constant analysis of customer feedbacks and experience drivers- Conduction of customer related researches- Creation and implementation of action plan based on customer experience insights- Leading of projects: cashline rebuilding, outdoor and indoor navigation improvement- Creation and facilitation of trainings and workshops for co-workers: Customer Centricity, Omnichannel, Service Design