Gemma Cooper Email & Phone Number

England, United Kingdom

Brighton, England, United Kingdom

- Following the Cision acquisition, my team took charge of consolidating and standardizing product development lifecycle processes and practices across the merging teams. We focused on creating forward-looking processes that combined the best aspects of both organizations while ensuring they were practical and meaningful for the teams navigating the transition.Other highlights whilst in this position:- Rolled out a new customer product feedback & roadmap communication system, which greatly improved efficiencies around roadmap planning and was widely adopted across Product Management (100%) and Go-To-Market teams (~70%). - Established a Product Council with senior Go-To-Market department representatives, that enhanced cross-department comms & provided a more structured format for roadmap inputs.- Standardised, simplified, and enhanced the roadmap planning processes, which reduced planning timeframes by ~25% and increased overall roadmap delivery success rate.- Overhauled issue management across multiple teams, which resulted in improved response and resolution times. Customer Satisfaction (CSAT) scores increased from ~40% to over 70%.

Brighton, England, United Kingdom

- Supported Brandwatch R&D leadership and the department to scale during a period of critical development & high growth which ultimately led to the sale of the business to Cision in 2021 for $450M. - Ran a large-scale research initiative to determine requirements for merging two platforms into a unified solution, ensuring minimal customer churn.

Brighton, England, United Kingdom

- Streamlined the gathering of actionable insights from User Research through introduction of a Research Operations function which reduced average study timeframe by a third.

Brighton, United Kingdom

- Led a team of Project Managers & Technical Analysts in the UK responsible for delivering comprehensive custom set-ups for various client social listening use-cases - Established a new Professional Services product for generating MRR from services: Expert Hours

Brighton

- Led a team of Project Managers & Technical Analysts in the UK & Berlin responsible for delivering comprehensive custom set-ups for various client social listening use-cases

Berlin Area, Germany

- Established, headed up and grew the Professional Services team in Berlin - Part of the Germany leadership group - Awarded the 'Company Kettle' award for cultural contribution to the company

Berlin Area, Germany

- Designed and configured custom setups for clients' with multiple social listening use-cases- Established innovative ways based on language structure to help customers with ambiguous brand names retrieve most accurate results from their searches- Wrote 2 blog posts on crafting good search queries using Boolean logic and delivered 2 webinars on the topic

Cowes, Isle Of Wight

- Target based sales role selling professional sailing and watersports training leading to careers in the yachting industry- Consistently achieving highest sales of the team

Cowes, Isle Of Wight

- Key contributor to print, online advertising & PPC strategy - Management of print, online advertising & PPC campaigns- Designed, implemented and marketed a new course: Essential Yacht Cookery, which was the first of it's kind in the industry and consistently sold out

Cowes, Isle Of Wight

- Target based sales role selling leisure yachting and watersports courses

Leeds, United Kingdom