GEMMA LOCKYER
Summary
Results-driven Manager with extensive expertise in after-sales and luxury retail, committed to optimising operations, developing high-performing teams, and delivering exceptional customer experiences. A strategic thinker with a sharp eye for detail, excelling in fast-paced, high-pressure environments. Recognised for outstanding interpersonal communication skills, effortlessly building relationships across all levels and driving collaboration to achieve business objectives.
Overview
27
27
years of professional experience
Work history
Service Centre Manger
De Beers Jewellers
London
2023.02 - Current
- Managed global after-sales and special orders, seamlessly coordinating across retail and e-commerce platforms via central hub.
- Oversaw operations in two internal workshops, introducing improved workflows and aligning cross-functional departmental priorities to meet business objectives.
- Managed procurement and global distribution of findings and components to local markets, ensuring timely availability and alignment with repair and production needs.
- Spearheaded onboarding of third-party workshops in key international markets, ensuring service quality, cost control, and compliance with brand standards.
- Partnered closely with High Jewellery, Product Development, and Product Marketing teams to manage bespoke and high-value client requests, meeting tight deadlines and budget constraints.
- Developed customer service policies and pricing strategies to support both retail and e-commerce channels, balancing profitability with market competitiveness.
- Designed and delivered training programmes for retail and e-commerce teams, enhancing after-sales service knowledge and client interactions.
- Investigated and resolved service delays, implementing procedural adjustments to enhance efficiency and customer satisfaction.
- Collaborated with IT team to develop and launch new digital after-sales tool on Salesforce for retail and e-commerce use.
- Built and maintained strong relationships with stores and suppliers to support seamless service delivery and long-term collaboration
- Created detailed reports on after-sales performance and trends, presenting findings during quarterly supply chain meetings.
Watch Services Manger
Bucherer
London
2020.08 - 2023.01
- Managed installation of new internal workshop with Managing Director, securing Rolex accreditation upon completion.
- Led centralisation of after-sales department from retail stores to head office.
- Oversaw all department operations, including logistics, recruitment, strap/material procurement, people management, and served as escalation point for complaints.
- Acted as Super User for new after sale system, overseeing UK rollout, training staff, resolving issues, and providing feedback to headquarters.
- Built and nurtured strong relationships with brand partners, ensuring seamless service delivery and support.
Boutique Manager
Bucherer Fine Jewellers
London
2019.04 - 2020.08
- Led, coached, and developed team of five, reporting to Head of Retail, driving operational success and performance.
- Oversaw running of boutique, including people management, transfers, scheduling, and audits.
- Improved operations by producing new policies, procedures, and training programs.
Flagship Boutique Manager
Monica Vinader
London
2017.01 - 2019.04
- Led team of seven, reporting to Retail Area Manager.
- Managed and reported on key KPIs, while creating and optimising CRM tracker to drive performance and maximise business opportunities.
- Coordinated open and closed events alongside marketing to drive customer engagement and sales.
Retail Area Manager
Monica Vinader
London, England
2015.09 - 2017.01
- Reported directly to COO, overseeing eight locations with eight managers and 40-50 retail staff.
- Managed KPIs, budgets, staff planning, HR, H&S, payroll, training, and audits.
- Collaborated with Head of Legal and Corporate Services to develop and implement new policies and procedures.
- Compiled trade reports and participated in weekly trading meetings with senior management.
Boutique Manager
Monica Vinader
London
2013.10 - 2014.08
- Project managed successful opening of new boutique in collaboration with head office.
- Developed business relationships with local community and collaborated with marketing to organise events with nearby businesses.
Boutique Manager
Monica Vinader
London
2013.06 - 2013.10
- Successfully increased boutique sales to +52% above plan by time of handover.
- Addressed and resolved issues in inventory, sales, visual merchandising, operations, and HR.
Concession Manager
Monica Vinader
London
2012.09 - 2013.09
- Managed team of seven, reporting to Retail Manager while maintaining strong relationships with Department Store Management.
- Responsible for day-to-day operations of concession.
Assistant Manager
Hops Jewellers
London
2001.11 - 2012.01
Trainee Hairdresser
John Frieda
London
1998.07 - 2001.10
Education
Diploma of Higher Education - Jet 1 & 2
National Association of Jewellers
LondonSkills
- Proficient in Microsoft Office Suite (Excel, Word, PowerPoint)
- Experience with CRM Salesforce Software and SAP ERP system
- Strong Communication
- Proactive Problem-Solving
- Customer Service Excellence
- Process Optimisation
Timeline
Service Centre Manger
De Beers Jewellers
2023.02 - Current
Watch Services Manger
Bucherer
2020.08 - 2023.01
Boutique Manager
Bucherer Fine Jewellers
2019.04 - 2020.08
Flagship Boutique Manager
Monica Vinader
2017.01 - 2019.04
Retail Area Manager
Monica Vinader
2015.09 - 2017.01
Boutique Manager
Monica Vinader
2013.10 - 2014.08
Boutique Manager
Monica Vinader
2013.06 - 2013.10
Concession Manager
Monica Vinader
2012.09 - 2013.09
Assistant Manager
Hops Jewellers
2001.11 - 2012.01
Trainee Hairdresser
John Frieda
1998.07 - 2001.10
Diploma of Higher Education - Jet 1 & 2
National Association of Jewellers