Gemma Brockbank
Group Head of CRM
Gemma Brockbank is Group Head of CRM 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.
Wednesday, September 30, 2026
Transformation Change Program
2:00 PM - 2:40 PM
Over the past four years, Screwfix and B&Q transformed their customer engagement by migrating from legacy systems to a unified, modern ecosystem powered by Braze, Databricks, and Talon.One. What began as a UK-focused rollout has evolved into a scalable multi-banner strategy—driving 1:1 personalization, powering Screwfix Rewards, and elevating service communications. In this session, learn how clear vision, strong leadership, and cross-team alignment delivered this step-change and unlocked enterprise-wide customer value.