Gemma Brown Email & Phone Number

Kingston Upon Thames, Surrey, Gb

Short-term consultancy position in the Product department of a market-leading tour operator with responsibility for a number of key and varied projects to remove inefficiency and support business growth opportunities.• Worked collaboratively to refine and develop a number of processes to remove inefficiency.• Embedded cultural change across the business.• Improved processes to enable business focus on key growth areas.• Implemented cost-saving measures.• Engaged and influenced key stakeholders across the business to succeed in change.• Improved speed to market and identified opportunities for technology to improve process.• Led major business review with the drive to increase turnover by 50% in year one and become more of a challenger brand in the niche sector it operates in.• Review and re-tender of overseas ground services to deliver savings of over 25%.

Crawley, England, Gb

Senior management role responsible for the product, purchasing, commercial, sales, operations and customer service functions for the UK’s leading Italian specialist holiday company.• Ownership and responsibility for developing, implementing and executing key strategic business initiatives and growth plans, including a 3 year re-positioning strategy• P&L responsibility for a business with revenues in excess of £35m, forecasting and target setting• Championed the brand and led a large team of over 50 staff to deliver business objectives• Owned the product pipeline to deliver a rolling strategic plan of new and differentiated product• Analysed market trends, online analytics and customer data to identify growth opportunities• Changed working practices, processes and structures to improve business efficiencies• Led the team in tender and negotiation of key contracts to secure market leading rates• Identified opportunities where technology would improve business performance, completed business cases to secure budget and embedded changes into the team• Led the team and ensured they remained motivated with clear direction during periods of change• Customer-centric decision-making to attract new customers and retain existing ones• Part of planning team for online and offline marketing communication strategy• Built and maintained effective relationships with internal stakeholders and key external partners• Developed a high performing team, conducted appraisals and managed underperformanceKey achievements:• Expanded the product portfolio by adding over 100 accommodation, 15 destinations and six new holiday types exceeding volume targets by 106%• Delivered key strategic initiatives, resulting in overall direct MPP growth of 4% and 14% margin growth on multi-centre holidays in FY17• Led the team through a ground handler re-tendering process resulting in a 10% cost saving• Streamlined team structure saving over £150k annually and improving customer experience

Hannover, Lower Saxony, De

Responsible for the commercial performance and destination strategies for Italy (ski, lakes and mountains) and North America (ski), managing year round volumes of 80k customers.• Led a team of Yield Analysts and Destination Executives to monitor trading performance, competitor analysis and market demand to make tactical pricing and product decisions• Developed and executed destination strategies in line with business objectives and 5 year plan• Managed programme capacity, both charter and scheduled, to optimise margin opportunities• Collaborative working to deliver innovative product solutions• Identified gaps in the product portfolio and launched new products to market• Challenged cost base to innovate and find alternative solutions to lower costs• Ownership of ancillaries pricing strategy and actively improved attachment rates• Used customer insight and online analytics to influence trading decisions and future planning• Responsible for online merchandising and conversion of my destinations, took actions to improve performance and outlined an MVP for delivery• Used understanding of barriers to sale to influence future decision-making• Monitored customer feedback and took action to improve NPS and customer retentionKey achievements:• Worked collaboratively to make product, pricing and marketing decisions which resulted in an increase in margin performance of £2.7million across my destinations for FY15• Led a project across numerous departments with multiple work streams to bring about change, re-assign responsibility and ownership and implement new processes• Launched 3 new resorts which exceeded target for year one and secured full marketing support• Delivered 8% increase in lift pass pick-up rates and additional £20k margin through changing the pricing approach for North America ancillaries• Increased MPP by +£23 through a review of aircraft season length and route performance

Hannover, Lower Saxony, De

Responsible for the delivery of agreed strategic initiatives across a range of ski, lakes and mountains destinations, identifying new opportunities and sharing best practice to deliver improved business collaboration.• Development and execution of Product strategy• Led a team of two to ensure focus was given to all tasks, provided guidance and development• Co-ordinated workload, projects and deadlines of the Product team• Reviewed trading data and worked with Commercial to deliver increased margin and growth• Destination management for Italy and Austria to meet business targets and objectives• Deputised for Head of Product when absent• Business sponsor of online accommodation page re-design project to improve conversionKey achievements:• Participation in Perspectives Leadership Development programme• Delivered sustainable growth through completion of multiple successful bed briefs• Reviewed growth opportunities and delivered 15% additional capacity for W14/15• Promotion of two members of my team

Hannover, Lower Saxony, De

Responsible for ensuring the strategic and organic growth of my ski, lakes and mountains destinations.• Managed, trained and developed a team of Assistant Product Managers• Worked with Commercial to maximise revenue and margin opportunities• New product development• Monitored trading, identified opportunities and threats and implemented improvements• Relationship management• Competitor analysis• Content writing and brochure productionKey achievements:• Integration of First Choice Ski into Crystal Ski following merger of First Choice and Thomson• Concept creation and implementation of Crystal Summer Beach programme• Development of Assistant Product Manager into Product Manager role

Professional Diploma, Tourism And Hospitality Marketing

Bachelor'S Degree, Tourism And Travel Services Management