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Experienced commercial strategy and customer insights adviser
Caroline Gibbons
,
London, United Kingdom
Experience
Other titles
Skills
I'm offering
Experience in delivering growth through designing compelling customer experience: deriving customer insight and understanding from data; translating this into actionable strategy; and embedding change to drive commercial and customer improvements. 20 years’ experience across roles in strategy consulting, customer insight, retail, financial services and fintech.
Markets
United Kingdom
Links for more
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Industries
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2019 - 2020
freelance
Due Diligence Lead
Subcontract for UK Consulting firm.
Day to day lead for vendor due diligence of UK luxury jewellery maker, responsible for: client management, project management, research and analysis design, customer and expert interviews, team leadership and overall delivery of VDD report.
Commercial Due diligence, Project Management
2019 - 2019
freelance
Project lead
UK fashion & home retailer.
Review of UK strategy and identification of priority improvement areas - including evaluation of stores performance, brand, marketing, digital / CRM strategy and operational processes
Financial analyst, Business strategy, Marketing, Branding, Retail strategy, Ecommerce
2016 - 2018
job
Director of Sales Insight
Capita.
Established sales insight and research area, and managed new-business screening team within Capita Group Sales, the business unit responsible for establishing new outsourcing contracts with major private- and public-sector partners.
Business strategy, Project coordination, Business development, CRM, Market research, Competitive intelligence
2013 - 2015
job
VP CRM
Skrill.
Established CRM function within Skrill focused on driving commercial improvements through customer understanding. Responsibilities included: establishing the customer strategy and approach to maximising lifetime value; developing customer segmentation, journey, touchpoints, and behaviours; and leading cross-functional projects improving customer experience.
Segmentation, Digital Marketing, Salesforce, Customer experience, Business strategy
2011 - 2013
job
Director of Commercial Strategy & Insight
HomeServe (UK).
Responsible for UK corporate strategy development and production of all customer insight (segmentation, research, journey mapping, marketing performance analysis, etc.) across marketing, sales and operations
Business strategy, Project Management, Qualitative research, Quantitative research, Data Analysis, Business Intelligence
1999 - 2011
job
Manager
L.E.K. Consulting.
L.E.K. Consulting is a leading international strategy consulting firm. Here I undertook over 120 assignments for 70 clients across a broad range of industries including retail, financial services and telecoms. Assignments include: corporate and business unit strategy; growth options assessment (organic and inorganic); performance improvement (including post-acquisition 100-day planning) and PMO; and buy- and sell-side due diligence.
Commercial Due diligence, Project Management, Business strategy, Integration, Data Analysis, Research
My education
1995
-
1999
Imperial College of Science Technology & Medicine
MEng, Chemical Engineering with a year in Europe
MEng, Chemical Engineering with a year in Europe
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