Empowering digital growth through innovative omni-channel loyalty experiences while driving customer life time value

Driving customer-centric digital growth by fostering innovation and experimentation. Cross-functional leadership and collaboration to achieve exceptional outcomes in the digital product landscape.

Business Needs:

Provide seamless service where customers shop whether in store or online, ultimately giving customer choices that’s convenient. Offer high-value services and unify the data for integrated loyalty programs.

Stakeholders Involved:

Global Product, Omnichannel Business, MAC Brand, Customer Service, IT, Retail, Legal, Design Agency and Dev teams

Methodology:

Identify desired customer journey
Define technical requirements and constraints
Design data systems
Design site, emails, POS screens
Alignment with brands and IT for prioritization
Dependency mapping, risk analysis
Project management and go to market execution

Results:

Launched omni-channel program for MAC brand, increasing sales, repeat purchases and LTV. Enabled loyalty programs for additional brands across top-tier markets (UK, Canada, France, Korea)