Gemma Robyn Conway (Theobald) Email & Phone Number

Milton Keynes, GB

London, England, United Kingdom

Specialising in Customer Experience Transformation Programmes predominantly working with Global Automotive and Retail clients. I have recently been a Global Change, Communications and Training Lead for an industry leading client during their CX Transformation programme lasting approximately 18 months. Deliverables included Change Impact Assessment.

London, England, United Kingdom

Specialising in Customer Experience Transformation Programmes predominantly working with Automotive clients.

• Specialising in the procurement of infrastructure technology including contact centre software and hardware, including automation solutions such as chatbot technology for voice and live chat.
• Led the strategic commercial review of our contact centre technology partner, resulting in a net saving of over £1.3m in its first phase, as well as achieving greater contractual flexibility for future initiatives
• Managed the procurement process of contact centre automation technology for voice and live chat, removing 30% of avoidable contact (achieving 10% deflection within the first month of deployment) and generating over.
• Led a project to consolidate our technology supplier base across hardware, networks, telecoms, and service - identifying 64 consolidation opportunities, notably removing a large telecoms provider resulting in a £350k.

Milton Keynes, United Kingdom

• Led the commercial strategy and procurement project for the tender of services of VWG UK’s Customer Service Centre – a tens of million-pound contract for the Group. This included documenting complex business.
• Worked in conjunction with Procurement and external consultants to ensure that the appointed supplier was able to support future strategy. This was achieved by creating an innovative, commercially focused partnership.
• Closely worked with the Group’s five brands, Legal Counsel, Finance department, and external law firm to develop the contract of services, taking into account a new commercial agreement.
• Lead role in negotiating contract terms with the new provider, mitigating financial risk and resulting in a large underwriting of savings; drastically reducing total cost of ownership over the contract life cycle.
• Regularly influenced senior stakeholders by chairing the Tender Steering Committee and presenting to the Board of Directors on regular occasion - ensuring key decisions were supported and signed off.
• Acted as a conduit between a number of departments, utilising a mixture of communication methods.

Milton Keynes, United Kingdom

• Working with our 5 world class brands at Volkswagen Group UK: Audi, Volkswagen, SEAT, Skoda, VW Commercial Vehicles, my role is key in supporting CRM, Events, and Customer Data:
• Organisation of enquiry management, lead generation and campaign fulfilment activities across five globally recognised brands. Driving efficiency and maximising opportunity at each stage of the process.
• Liaised with the group marketing and digital agencies to understand the brand’s media schedules and contact strategies. This ensured the successful execution and measurement of campaigns – certifying that any digital.
• Supported the launch of a new internal CRM data system, optimising CRM activities by streamlining data transfers, simplifying processes, and generating more insightful reporting.
• Delivery of digital projects – being the expert on our internal systems landscape, acting as a go-between for IT and the brand marketing teams to provide customer-first solutions.
• Owned the Lead Management Project – ensuring that no leads were lost during crisis periods, route caused the origin of issues, and communicated updates across the business.

Milton Keynes, England, United Kingdom

• Group Commercial Services:
• Provided key market insight through reporting and bespoke analysis – Key focus reporting on Alternatively Fuelled Vehicles and SUV segments of the market to aid future company strategy.
• Successful management of the Company Connected Car project pilot, this resulted in over 150 vehicle handovers in July 2017, and an 80% response rate to the feedback survey.

Milton Keynes, England, United Kingdom

• Volkswagen Commercial Vehicles:
• Owned the launch of ‘Customer Experience Management’, a new five star customer satisfaction survey. This included showcasing the benefits of the new survey within the brand and network.
• Created and managed new ways of reporting, including online dashboards, data driven analytics, and providing actionable insight to stakeholders – achieved with no budget through a mixture of channels.

Milton Keynes, United Kingdom

• Trade Parts Specialists (TPS) – Inventory and Reporting Executive:
• Managed stock across the network with a value of circa £15m. This included management of stock profiling and availability, as well as a stock auditing agency (annual budget of £200k).
• Achieved record breaking audit results – reducing audit losses by 68%, and saved the business £350k after launching a project to reduce damage and stock losses across the TPS network.

CJT Promotions is a company that run radio-controlled car events for corpertate clients including, BMW, Mini, Vauxhall, and IHG. Through TRO, I have co-ordinated numerous events for BMW such as The Formula 1 British Grand Prix and The Six Nations Rugby, and private client events with IHG. Most recently I have worked events with BMW at the Wentworth PGA.

Westfield, White City

Providing excellent customer service and valuable style advice to customers on women's and menswear, creating a memorable experience for the customer.

London, United Kingdom

- Organisation of the Men’s launch event (over 250 attendees including celebrities) in partnership with GQ Magazine.- Assisting the migration to a new web platform and managed monitoring the website - including basic coding and copywriting. Ensuring that product descriptions were accurate and that all product pages were fully functioning.- Managing a range.

Peter Jones, Sloane Square

My time at the John Lewis Partnership highlighted my ability to work within a team and show my creative drive, I was an asset to the visual merchandising team at Peter Jones in Sloane Square and played a vital role in producing displays for the Chelsea Flower Show. Here, I worked across a number of divisions throughout the store from womenswear, menswear.

London Victoria

Whilst on my three-month placement in the press office at Jimmy Choo I managed samples through Fashion GPS, created databases and weekly reports. I demonstrated a strong work ethic by arriving to work early every day and finishing late to ensure all tasks were completed and to support the press team at busy periods such as Fashion Week and Press Days.Key.

- Leading a team of up to 15 people on evenings and weekends- Opening and closing checkouts- Cash office trained- Planning rotas- Providing excellent customer service- Training partners- Dealing with complaints- Managing the welcome desk- Managing click and collect deliveries- Closing down the system at the end of the day

Bachelor'S Degree, Fashion Management And Marketing, First Class Honours

Activities and Societies: Course RepresentativeModules include: Buying, Merchandising, Marketing, Branding, Business Management, Graphics.

A2 Business Studies, A2 Media Studies, A2 English Literature

Activities and Societies: Head Girl, Debate Team, School Council, Learning Mentor12 GCSE's A*-C including English and Maths