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Work Background
Executive Coach
Self-employedExecutive Coach
Jan. 2024Executive coach working with people and businesses to meet their business and individual goals and unleash potential.
Business Partner, Concept and CX
Ingka CentresBusiness Partner, Concept and CX
Mar. 2021Madrid, Community of Madrid, SpainNew exciting assignment within Ingka Centers. Leading meeting place making projects and commercial concepts development in South Europe, Canada, US, India.
Concept and Customer Experience Developer
Ingka CentresConcept and Customer Experience Developer
Mar. 2019Moscow, Moscow City, RussiaGlobal perspective to shopping center development, including feasibility analysis, area master plans, customer journey, commercial offer creation for shopping Centres (SC) in Europe, Russia and China. Part of Global Concept and Customer Experience team of Ingka Centres.
Regional concept manager
Ingka CentresRegional concept manager
Sep. 2016Moscow, Russian FederationCounterpart for 7 Shopping Centre managers in regards to Commercial concept (Brand "MEGA", 14 properties, #1 among shopping centres on Russian market) and brand perception throughout customer journey and in all customer touchpoints Develop concept and customer experience related competence among Shopping Centre & project teams Steer and supervise commercial projects during execution Drive Business cases & Commercial briefs development Project & team management Drive the development process of area master plans, customer journey, commercial offer creation for Shopping Centres Advise on capital investments planning of the Shopping Centres for commercial projects, upgrades, territory development Conduct operational audit/checks of Shopping Centres
Acting Regional Concept manager
IKEA Centres RussiaActing Regional Concept manager
Jan. 2015Responsible for support of commercial projects related to centre renovation and design for 7 Shopping centres, 100 tsqm GLA in average each.
Concept Project Manager
IKEA Shopping Centres RussiaConcept Project Manager
Apr. 2014Moscow, Russian FederationSecure customer care and customer experience components in commercial projects developed and implemented by the shopping centres Develop customer experience competence among Shopping Centre & project teams Steer design projects for Shopping Centres commercial upgrades
Team leader
IKEA Shopping Centres RussiaTeam leader
Jan. 2013 - Apr. 2014Khimki, Moscow regionLead and manage a team of specialists Develop and implement customer service strategies and standards across portfolio Develop scope and competence profiles for operations specialists, participate in recruitment process as competence evaluator Manage portfolio of customer service vendors – develop scope of works and contracts, participate in contractor selection process, dispute resolutions, quality improvement activities Develop, organize and conduct competence trainings, experience exchange meetings and trips for the operations teams in the centres Conduct checks of customer service quality through regular on-sites visits and audit Financial analysis of operational costs, including budgeting, forecasting & follow-up
Customer relations Specialist
IKEA Real EstateCustomer relations Specialist
Apr. 2011 - Dec. 2013Khimki Business Park, Khimki, Moscow Lead and manage a team of specialists  Develop and implement customer service strategies and standards across portfolio  Develop scope and competence profiles for operations specialists, participate in recruitment process as competence evaluator  Manage portfolio of customer service vendors – develop scope of works and contracts, participate in contractor selection process, dispute resolutions, quality improvement activities  Develop, organize and conduct competence trainings, experience exchange meetings and trips for the operations teams in the centres  Conduct checks of customer service quality through regular on-sites visits and audit  Financial analysis of operational costs, including budgeting, forecasting & follow-up
Budget control specialist
IKEABudget control specialist
Jan. 2007 - Dec. 2009Developement and implementation of budgeting process in IKEA MOS: -templates and guidelines -budget review -preparation of presentations for the Board of Directors Unification of booking rules Cost Control: follow-up reports & forecasts
Business Controller
IKEA Real EstateBusiness Controller
Aug. 2006 - Jul. 2011 Financial control, incl. profit & loss reporting, forecasting and follow-up  Shopping centres performance’ analysis, preparation of analytical reports  Operational KPIs development and implementation
Accountant
IKEAAccountant
Jan. 2006 - Dec. 2008-Contacts with suppliers -Correctness of financial documentation -Cost follow-up of Projects -Control of payments
Chief accountant
InterKleoChief accountant
Jan. 2004 - Dec. 2007Moscow, Russian FederationFull scope of financial & tax management and reporting, tax scheme optimization

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