Gemma Brockbank
Group Head of CRM and Loyalty
Gemma Brockbank is Group Head of CRM and Loyalty at Kingfisher, with over 20 years’ experience in retail marketing. She has led customer engagement and loyalty strategies across multiple brands, with a strong focus on building customer-first, data-driven experiences. Gemma is passionate about using CRM and personalisation to deliver meaningful value for customers, and brings a practical, hands-on approach to driving transformation at scale.
Transformation Change Programme - Kingfisher
Over the past four years, we’ve led a step change in how we engage customers — moving from legacy systems to a modern, integrated martech ecosystem powered by Braze, Databricks and Talon.One.
What started as a UK transformation across Screwfix and B&Q has evolved into a multi-banner approach — enabling true 1:1 personalisation, accelerating loyalty through Screwfix Rewards, and expanding into service communications.
This session will share how strong leadership, clear vision, and cross-team collaboration has delivered this.