Scaling a DTC Brand Through Retention

Dermaclara was scaling paid acquisition aggressively but retention was under-developed. First-time buyers weren't coming back, which meant every new sale had to be earned on acquisition costs.

Rebuilt the retention program end-to-end: flows, campaign cadence, segment strategy, and creative. Focused on cross-sell, replenishment, and winback as the core engines.

Email revenue tripled, repeat purchase rate rose to 45%, and retention became a material contributor to LTV.

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