Jo Williams - Rendered on: 24/11/2017 09:27:24

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Job Role

Senior Marketing Manager, Customer Experience


Dulux Decorator Centre


Jo Williams is a Senior Marketing Manager at Dulux Decorator Centre, specialising in Customer Experience. In 2015 she launched a trial of new retail concepts into a trade arena, measured their impacts on shopper and colleague behaviours and used the insights to set the in-store agenda*. The results revealed several operational efficiencies and overall improvement in the shopper’s experience. Since then, Jo has worked on specific projects that identify shopper needs at each point in their journey, including product category impacts on shopper missions.

This has led to a solid understanding of customer profiles and delivery of new behaviour-based service training, all of which combine to set great foundations for future strategies. The research also led to the implementation of a number of principles that now shape the in-store experience for professional decorators.

Prior to enjoying her role at Dulux Decorator Centre, Jo was a Trade Marketing Manager for Jacuzzi UK, developing in store propositions for Hot Tub consumers, and a Customer Marketing Manager for Iceland PLC, leading consumer research projects and local data analysis.

When she’s not talking to customers, Jo enjoys writing about her adventures, spending time with family and singing with bands.