Rosanna McLaughlin
Parker,CO
Summary
Dynamic Project Manager with a proven track record at IKEA USA in both the retail units and the Service Office, driving significant growth in customer collection and Taskrabbit services. Expert in strategic project execution and collaborative relationship development, successfully expanding collection accessibility and Taskrabbit services. Adept at data interpretation and fostering effective communication to achieve project goals and improve customer satisfaction.
Overview
20
20
years of professional experience
Work History
Project Manager: Customer Collection
IKEA USA
06.2023 - Current
- A special assignment to increase the accessibility of collection within the United States, which resulted in the expansion of collection units from 12 to 70 units in 1.5 years, annual turnover of $34 million dollars in FY24, and projected annual turnover of $45 million dollars in FY25.
- Successfully managed multiple collection projects simultaneously by prioritizing tasks according to urgency, resource availability, and in alignment with the project directive/country strategies.
- Collaborated closely with senior management to align project objectives with the business plan and Breakthrough initiatives, ensuring that efforts contributed to overall profitable business growth.
- Developed comprehensive project directive and project plans with clear timelines, milestones, resource needs, and budget requirements.
- Established effective communication among project stakeholders for enhanced collaboration and successful project completion, as well as with the Country Management Team and other project governing bodies.
Project Manager: Taskrabbit Implementation
IKEA USA
01.2020 - 05.2023
- Successfully managed the relationship between the Taskrabbit team focused on IKEA and IKEA USA, leading to overall growth of Taskrabbit Assembly services by over 200% in a two year period.
- Led and managed a project to launch Taskrabbit Delivery within the United States, leading to the successful launch of a delivery service with incredibly high customer satisfaction, and over 150,000 completed deliveries.
- Monitored progress against established goals, working closely with the Taskrabbit team and IKEA units to follow up on goals and performance.
- Developed and maintained strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the project's ability to deliver results.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
Customer Experience Manager
IKEA Centennial, IKEA USA
03.2011 - 12.2019
- Managed a large team of 25 IKEA Managers and Leaders, and 175+ co-workers within three primary functions under the Customer Experience umbrella - Customer Service, Selling, and Loyalty - in one of the highest volume IKEA USA retail locations ($150 million + per year in turnover).
- A tenured member of the Core 4 Steering team, working in a post organizational shift (O4G) environment to develop and establish new ways of working; while also securing actions from the national business plan, and developing the local business plan.
- Key in establishing cross-functional teams for improved communication between departments, driving improved sales as well as better customer and co-worker experiences.
- Established performance and services goals in line with the national and local business plans, and held co-workers and teams accountable for individual and team performance.
- Implemented data-driven strategies to identify areas needing improvement in order to increase sales, improve services, and decrease returns: including identifying gaps in the customer journey, improvements needed in the selling experience, and using customer feedback to work with our service providers.
- Cultivated a supportive team environment in line with IKEA's values and leadership approach that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes in co-worker satisfaction, sales turnover, and in services performance.
- Worked with IKEA Talent Management tools, including yearly performance reviews and ongoing growth chats, to foster personal and professional development of the co-workers, leaders, and managers within the Customer Experience function.
- As Duty Manager, supervised daily operations on the floor and all store functions to maximize sales, customer satisfaction, and co-worker productivity.
- Handled escalated complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Other roles held in this location: Organizing for Growth Site Implementation Manager, Customer Relations Manager, Recovery Team Lead, Front Line Team Lead
Store Manager
DSW Shoe Warehouse
08.2008 - 03.2011
- Managed daily operations of a team of 5 managers/leaders and 100+ co-workers to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees in one of the Power 25 stores for DSW.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Other roles held: Merchandise Manager and Operations Manager.
Store Manager
The Sharper Image
06.2006 - 08.2008
Assistant Store Manager
Bombay Company Furniture
01.2005 - 06.2006
Education
Associate of Arts - General Studies
Front Range Community College
Fort CollinsHigh School Diploma -
Colchester County High School For Girls
Colchester, EnglandSkills
- Strategic Project Execution
- Project Planning and Coordination
- Collaborative Relationship Development
- Effective Customer Relations
- Complex Issue Analysis
- Data Interpretation
- Budgeting and forecasting
- Collaborative Teamwork
- Effective Presentations
- Persuasive Communication
Timeline
Project Manager: Customer Collection
IKEA USA
06.2023 - Current
Project Manager: Taskrabbit Implementation
IKEA USA
01.2020 - 05.2023
Customer Experience Manager
IKEA Centennial, IKEA USA
03.2011 - 12.2019
Store Manager
DSW Shoe Warehouse
08.2008 - 03.2011
Store Manager
The Sharper Image
06.2006 - 08.2008
Assistant Store Manager
Bombay Company Furniture
01.2005 - 06.2006
Associate of Arts - General Studies
Front Range Community College
High School Diploma -
Colchester County High School For Girls
Similar Profiles
Denis PejdahDenis Pejdah
Operation and Customer Resolution Manager at Ikea UsaOperation and Customer Resolution Manager at Ikea Usa
Logan AustinLogan Austin
Online Performance Specialist at IKEA USAOnline Performance Specialist at IKEA USA
KANWAl AULAKHKANWAl AULAKH
Customer Resolution Specialist/Sales Executive at IKEA USA (Teleperformance Canada)Customer Resolution Specialist/Sales Executive at IKEA USA (Teleperformance Canada)