Doré

Driving Customer Retention + Revenue Growth

Challenge

As a startup clean skincare brand, Doré needed to build its retention infrastructure from the ground up. While the brand carried strong editorial equity and an engaged community from its days as a digital publication, it now faced the challenge of converting readers into loyal customers. With a focus on boosting average order value, driving repeat purchases and increasing customer lifetime value, the team had to launch everything from scratch including core automations, segmentation strategies, and user experience optimizations.

Solution

Led end-to-end CRM strategy and execution across email, SMS, and retention channels.
Built automated lifecycle email flows (welcome series, post-purchase, abandoned browse, cart and checkout, and win-back) that personalized communication and nurtured customers at key touchpoints.
Used real-time data to drive decision-making across messaging, timing, and digital engagement.
Launched loyalty and subscription programs to encourage repeat buying and segmented high-value customers for targeted messaging.
Optimized user experience with upsells, product bundling, gifting, discounts, and cashback offers.
Directed migration to Shopify Plus with a headless front-end page builder to improve site speed and conversion.

Results

Achieved double-digit revenue growth and an increase in total orders YoY
Increased new customer acquisition through lifecycle flows and optimized UX
Improved email performance as the #1 owned revenue channel with a healthy split between flows and campaigns
Enhanced customer lifetime value with the launch of loyalty and subscription programs
Increased site speed and conversions by leading Shopify Plus migration and headless build

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