Country Leadership & Competence Department for IKEA Russia, supporting all IKEA, MEGA, Customer Support Center & Distribution Center. *Stakeholder management at all levels *Support business functions with matching business needs, competence needs and learning solutions *Develop and implement learning solutions per business needs and requirements *Localize global approaches and learning solutions *Support of goal setting, performance evaluation and follow-up *Optimize Country Learning Offer (soft and hard skills) *Facilitate training sessions and development forums of the country level (offline, online) *Lead and support talent development activities and events *Lead and support cross-functional and cross-business projects *Facilitate development omni-channel competence Learning Offer *Implement and support coaching basics pro-bono *Develop, implement and follow-up Mentorship approach and instruments *Communicate, support and follow-up of Well-Being, Resilience and Future of Work programs *Initiate and support tenders

*Develop and facilitate trainings and workshops (customer relations, basics of management, etc). *Recruit and provide onboarding for staff and middle management. *Develop customer service standards, manuals, instructions. *Translations (Rus-Eng-Rus)

Department Manager/Senior Hotel Manager (managing 6 Hotel Managers) – Jan-May 2017 *Develop, coach and mentor the team of Hotel Managers (prepare and deliver group trainings and activities - customer relations, difficult customer, team management – individual coaching, etc.) *Organize and control service and operations of 6 hotels (service standards, hotel administration). *Project team lead (hotel service standards development and implementation). Hotel Manager/Operations Manager (managing 4 hotel department managers and 40 team members) – March-Dec 2016 *Manage performance of the hotel management and staff. *Plan and monitor hotel daily services and operations. *Handle customer queries and complaints. *Ensure hotel services, standards and customer relations. *Manage budgets, operational expenses, supplies and inventories.

*Review, analyze and adjust best practices of the top world universities and international companies. *Develop the new P&D management system (in accordance to the values and needs of the university) . *Develop instructions and guidelines to support the new P&D system and implementation.

*Educate, train and develop department team. *Explore and analyze customer shopping behavior and changing needs. *Ensure that customer complaints are handled timely and efficiently. *Drive sales through easy shopping process and positive experience. *Decrease operational costs for department and store.

*Plan and develop the project. *Ensure supplier and customer relations. *Manage costs and operations.

Regional Department Head for Product/People Development (managing up to 120 team members) – Nov 2006-Aug 2012 *Educate, develop and mentor the regional department team (facilitate and deliver team trainings and workshops (corporate values, customer mindset, product delivery, team work); individual coaching, etc). *Develop instructions and guidelines. *Facilitate selection and recruitment process for the dept. *Collect and analyze customer feedback, customer expectations and market changes. *Handle customer complaints and feedback. *Monitor regional product & service quality; implement and support changes. *Develop and implement new travel products. Cruise Director/Field Manager (managing team of 6 tour leaders on-site) – March-Nov 2006 *Supervise, support and train field team members. *Deal with customer queries and complaints. *Arrange and coordinate product operations and services.

*Develop the tour product, provide its operations and services, make arrangements and reservations. *Monitor product quality, resolve service and quality issues. *Provide on-site team performance management (hiring, training, coaching).

*Plan, prepare and deliver classes acc.to curriculum. *Translate fiction and special literature.