A brand with nearly two decades of equity, a loyal customer base, and genuine prestige in the market. But their direct-to-consumer business had gaps that were costing them.

Some email and lifecycle flows were broken and needed to be rebuilt entirely. Others simply needed refinement and better sequencing. Paid social was running but targeting needed adjustment to improve performance. Some tracking was broken, creating blind spots in the data. Customer service lacked structure and consistent process. And across every channel the brand was missing the one thing that should have been its greatest strength — compelling storytelling and fresh content that actually connected with their customer.

They had the brand equity. The opportunity was in closing the gap between who they were and how they were showing up.

Jennifer came in and did exactly that. She audited the full picture, identified what needed to be rebuilt versus what needed to be refined, and got the right team in place to execute. She rebuilt the broken email and lifecycle flows, optimized the ones that were underperforming, and created consistent campaigns that brought predictability and revenue to the channel. She adjusted paid social targeting and improved performance across channels. She fixed the tracking gaps so the team could finally see clearly what was working. She created a new customer service SOP that brought structure and reduced response times to a one-day maximum turnaround. She replaced both the global fulfillment and returns partners, improving the customer experience at up to 20% in cost savings. And she developed fresh content and a storytelling strategy that gave the brand a consistent, compelling voice across every touchpoint — finally matching the prestige of the brand itself.

The proof came at BFCM.

Gross Sales up 76% year over year. Net Sales up 97%. Total Sales up 94%. Average Order Value up 19%. Total Email Revenue up 180%, with campaign revenue up 171%, flow revenue up 194%, and flow recipients up 118%. SMS growth up 999%.

This is what happens when a brand with real equity finally shows up the way their customer always knew they could.