Silvia Milic Email and Phone Number

▪ Responsible to create an unforgettable and rewarding experience, including services across all channels, to inspire customers to return and become regular customers ▪ Measure customer satisfaction of the customer journey in order to identify opportunities for improvement of journeys both on- and offline as well as pre-during-post journey ▪ Worked with my colleagues in other functions to ensure that our co-workers always have our customers top of mind in everything we do and they are enabled to meet our customers in a helpful, friendly and competent way. ▪ Support the development of a multichannel easy buying experience to increase convenience and give customers help when and where they need it.▪ Ensured we take a responsible, understanding and friendly approach to customer complaints and our IKEA generous returns policy, handling these effectively and efficiently in all units. ▪ Act as a strong partner in the procurement of services and tools by defining customer and business needs.

• Led and managed my team and work with the store customer relations managers to understand our national competition, our customers’ shopping behaviors and their life at home and use these insights to improve our customers’ shopping experience. • Ensured our stores and contact centres analyse their performance and customer feedback, and we use these insights to make improvements to the easy buying process from home to home. • Ensured we use all the tools that support the entire buying process • Worked with my team and the store teams to ensure they make the total store experience family friendly and understand the positive impact this has on our business. • Ensured we take a responsible, understanding and friendly approach to customer complaints and our IKEA generous returns policy, handling these effectively and efficiently in all units. • Regularly met with our customers to learn from their experiences, ideas and views in order to improve the home to home shopping experience. • Coordinated and analyse all customer feedback and make recommendations to other parts of the IKEA organization to secure our life-long customer satisfaction. • Worked with my colleagues in other functions to ensure that our co-workers always have our customers top of mind in everything we do they are enabled to meet our customers in a helpful, friendly and competent way. • Was the voice of our customers and ensure that any national communication creates the right expectations. • Ensured all customer relations initiatives grow our business and support the sustaining of long-term profitability, always considering the impact on customer satisfaction. • Controlled costs by working in a lean, simple, cost-conscious way using good examples and encouraging my team and my colleagues to discover even more effective ways of working.

▪ My priority was to work with my team to secure an easy buying process that made it easy and convenient for customers to shop and encouraged repeat visit to the store – led and implemented Easy Buying Project in the store –FY13▪ Cooperated with and influenced commercial team and other support functions to ensure that they understood customer perspective when implementing new solutions, new activities and evaluating existing ones ▪ Ensured that our service providers delivered a standard of service that contributed to making IKEA store first choice for home furnishing – secured Meet & greet training for ESP, Mystery Shopping Survey including ESP, Phone Survey for ESP, established common goals from ICSS to close the loop H2H▪ Set clear goals and expectations -Initiated and led the Total Customer Approach objectives and SMART goals for CR department FY12 – FY15 ▪ Developed a customer action plan for the store based on insights from customers’ feedback, the store business plan, with input from my team and matrix manager- ▪ Inspired and motivated my co-workers, created an environment of trust by encouraging open, constructive, honest, two-way feedback ▪ Was committed to the development of my team-development plan, succession plan, individual goals-and supported them to achieve these▪ Achieved 88% for Want to shop at IKEA again (ICSS H2H Autumn 2013)