Sephora + CCC

Challenge:

Sephora aimed to enhance customer lifetime value (LTV), loyalty, and revenue by implementing a data-driven CRM strategy. The goal was to personalize the customer experience across multiple channels, including email, app messaging, website, and paid media.

Solution:

Led the development and execution of a comprehensive personalization and CRM strategy. This involved spearheading market research and customer journey mapping to inform agile CRM practices, testing, and automation. Collaborated with cross-functional teams comprising strategists, marketers, creatives, analysts, data scientists, developers, producers, and tech specialists to pilot programs engaging clients throughout their lifecycle.

Results:

  • Achieved +100% year-over-year comparable sales growth by deploying a strategic personalization plan, resulting in an +85% increase in incremental revenue.

  • Surpassed digital channel goals by +150% through the expansion and deepening of the testing roadmap and learning agenda.

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