Laura Vicente Cerqueira Championing team spirit at IKEA
Laura Vicente Cerqueira’s journey with IKEA has been nothing short of inspirational, earning her the coveted title of Manager of the Year at the People in Retail Awards 2024. As the Store Manager of IKEA’s Wembley location, Laura is a testament to what it means to be a true leader—balancing business acumen with a deep commitment to her team and customers.
A people-centric approach: Building a culture of inclusivity and wellbeing
Laura’s leadership is grounded in a genuine belief that a happy and engaged team creates a thriving workplace. One of her standout initiatives is the creation of a nurturing environment where employees feel valued and supported. She introduced activities such as yoga and gym classes, sewing workshops, well-being sessions, and team-building events, ensuring that the store is not just a workplace but a community where employees can thrive both professionally and personally. She believes in celebrating diversity, recognising religious and cultural events, and offering e-benefits to help employees save money – an environment that resonates with the IKEA ethos. These efforts have not only made her team feel valued but have also resulted in increased employee engagement and satisfaction.
Exceptional leadership and talent development
Laura’s leadership style is characterized by her ability to identify, nurture, and retain talent within the store. Through the implementation of a mentorship program, she has facilitated the skill development of her team, leading to a substantial decrease in turnover from 40% to 18%. Her dedication to developing talent ensures that co-workers have the opportunity to grow, and many have moved from entry-level roles into managerial positions under her guidance.
She champions a culture of creativity and innovation, organising brainstorming sessions every quarter that encourage her team to share their ideas and solutions for business challenges. This approach has not only embedded a sense of ownership among employees but also driven growth and process improvements within the store.
Championing customer experience in an omnichannel world
Understanding the evolving retail landscape, Laura has been instrumental in creating an omnichannel customer experience at IKEA Wembley. Her efforts have included expanding the reach of IKEA’s products through more than 25 pick-up points, generating significant revenue of £18 million across online services.
In-store, she has revolutionised the customer journey by incorporating digital elements, innovative soundscapes, and sensorial effects that create a memorable shopping experience. This dedication to customer experience has paid off, with the Wembley store boasting the highest Happy Customer Score among all IKEA stores in the UK and being nominated as the IKEA Store of the Year.
Inspiring team building and motivation
Laura’s leadership philosophy is about building high co-worker engagement and empowerment. She regularly holds team meetings where everyone is encouraged to voice their opinions and ideas, building a sense of collaboration and mutual support. Her dedication to open communication and trust has led to a workplace culture where team members are motivated, inspired, and committed to doing their best work.
Final thoughts
Laura Vicente Cerqueira’s leadership journey at IKEA exemplifies what it means to lead with empathy, creativity, and a deep commitment to people. Her dedication to building a positive, inclusive workplace, developing talent and delivering exceptional customer experiences has made her a standout leader and a deserving winner of the Manager of the Year award at the People in Retail Awards 2024. Laura’s story is a powerful reminder that when leaders invest in their teams and prioritise well-being, they create an environment where both the business and its people can flourish.
