Inga Smith

Experience

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  Wfd eV

  Mar 2008 - Jan 2009

  Project Management Trainee
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  Chiang Mai Lanna Business Services Ltd.

  Apr 2009 - Jan 2011

  Customer Service Specialist
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  East Sussex County Council

  Aug 2012 - Dec 2015

  Highways Liasion Officer / Contact Centre Manager / Customer Services Manager

  • Supervised the activities of the Contact Centre and Customer Information teams, including workflow coordination to meet day-to-day demands. • Furnished teams with necessary support and training through appraisals and development plans; facilitated onboarding to promote swift integration, high productivity, and adherence to best practices. • Processed and fulfilled information requests (DP, FOI and EIR) in accordance with statutory regulations.• Served as an ESCC representative at meetings with customers and external organisations to implement best practices in customer communications.• Analysed internal processes and information flows to uncover opportunities for customer experience enhancement. • Governed the creation of the business continuity/recovery plan for critical services. • Investigated and resolved escalated or complex customer inquiries, concerns, and complaints. • Contributed to the ‘Extra Mile Project,’ with the goal of eliminating barriers and encouraging collaborative working between council employees and the main contractor in the Highways department.• Participated in the ‘Cultural Readiness’ project to support staff in the Highways department through the process of privatisation.• Garnered a comprehensive understanding of internal/external customer needs to continually develop and improve service delivery.• Defined and appraised meaningful performance targets and metrics.• Influenced a regional public-sector group to achieve cross-organisational collaboration and improvements. • Guided the successful deployment of the channel shift strategy.• Partnered with executives to assist with organisational culture and change management efforts. Show less

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  ImmobilienScout24

  Jan 2016 - Aug 2017

  Customer Satisfaction Manager / Manager Training / Go to Market Manager

  • Established an internal customer service department, including role definition, employee recruitment, process development, training/knowledge management, succession planning, and liaising with external service providers.• Resumed halted negotiations with workers councils and achieved mutually satisfactory agreements regarding extended working hours within one month. • Scaled the team from 10 to 60 staff members, including advisors and supervisors.• Informed the selection of WhatsApp and Live Chat as service channels.• Delivered comprehensive consultancy support for the private customer segment.• Constructed joint processes and training plans for the “One Scout” strategy for Immo- and AutoScout.• Formulated new ways of categorising and analysing customer data, experience, and journey to shape product development. Show less

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  IKEA Deutschland

  Sept 2017 - May 2020

  Store Management Trainee / Store Manager Deputy

  • Attended retail seminars to garner an understanding of IKEA values, the organisation, and store operations; completed rotations on the shop floor and on all store levels. • Steered Business Plan development for FY19, as well as Concept Reviews to maximise the likelihood of a green result.• Collaborated with the house leadership team to assist them with all responsibilities, including staff and commercial topics. • Oversaw the BPL process, including the integration of the “Voice” results to clarify goals and unify the leadership team; received feedback from department heads that included appreciation of involvement and transparent ways of working, as well as their inspiration to continually grow the business. Show less

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  IKEA City Project GmbH

  May 2020 - now

  Market Manager

  • Spearhead efforts to accelerate growth, amplify competitive/brand positioning, maximise sales, boost market penetration/share, and create an excellent shopping experience across all channels.• Provide leadership, direction, and motivation to the Market Management Team in achieving IKEA goals and standards, delivering an efficient and profitable operation.• Foster an open and sharing climate, serving as a role model for corporate values and demonstrating a commitment to colleague engagement and empowerment. • Contribute to the development of the Market Growth Plan and the Market Commercial Plan, offering knowledgeable input on local priorities.• Streamline and standardise the shopping experience through all customer meeting points in the market, with a focus on Store, Central, and Service fulfilment.• Cultivate strong relationships based on trust, respect, and openness while collaborating and co-creating with colleagues, co-workers, social partners, customers, and the market community; nurture a culture of interdependent leadership with shared ambitions and goals.• Review brand materials to verify that the IKEA Concept is implemented in a consistent manner that exhibits the depth and width of the product range through relevant, affordable, functional, inspiring, and sustainable home furnishing solutions.• Champion the integration of the People & Planet Positive strategy in the retail market, interfacing with the sustainability business partner team to monitor country performance and evaluate whether the market is moving in accordance with Group, country direction, and societal expectations.• Demonstrate advanced awareness of applicable internal regulations and external laws, including legislation relating to risk, environment, health, and safety.• Implement strategic adjustments to ensure that the diversity of the teams reflect the diversity of the market. Show less