Ekaterina Kirichenko - Executive coach, Business Trainer, Business Partner, Ingka Centers

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Work Background

Self-employedExecutive Coach

Jan. 2024Executive coach working with people and businesses to meet their business and individual goals and unleash potential.

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.

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.

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

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.

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

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

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

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

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