Sergio Martin

Experience

• 

  Librería Martin

  Jan 1998 - Jan 2004

  Bookstore Responsible

  General handling of my family's bookshop business.

• 

  Freelancer

  Jan 2000 - Jan 2006

  Marketing production for small companies: leaflets, posters, logos, menus...

  • Graphic Designer

    Jan 2001 - Jan 2006

  • Sport coach and children activity organizer

    Jan 2000 - Jan 2002
• 

  IKEA

  Jan 2006 - Jan 2014

  • Country Customer relations web responsible• Country Social Media Manager for interactions• Country Ask Anna super user and global reference • Projects: CSC quick wins, Virtual Kitchen planning, Perfect Keyboard • BD, focussed on overall efficiency and efficacy• BA, Reason for contacting follow up• Case management and insights country super user • Country Central Back-office implementation • Coaching and training• Quality responsible for written communication

  • Customer Support Digital Manager

    Jan 2011 - Jan 2014

  • Business Developer, Customer Support

    Jan 2009 - Jan 2011

  • Country Team Lead, Customer Support

    Jan 2008 - May 2009

  • Service Provider Quality Controller

    Jan 2006 - Jan 2009
• 

  IKEA

  Jan 2015 - now

  This role involves areas like country support, expansion lead, working methods and manuals, super-user network development, solution lifecycle, change requests management and projects support.

  • Global Customer Support Resolutions Manager

    Jul 2021 - now

  • Global Customer Support Transformation Leader

    Jun 2019 - Jul 2021

  • Global Customer Support Leader (Customer care area)

    Aug 2017 - Jun 2019

  • Global Digital Product Manager (Case Management, Customer Support)

    Jan 2015 - Jul 2017