I help D2C brands increase customer lifetime value, improve profitability and grow conversion rates by gaining a deeper understanding of their customers and identifying points of leverage to drive growth.

After working as a retention operator with 40+ brands both in-house and agency side, ranging from £10k/month - £3m/month, I've noticed common traits that separate brands that scale, from those that stay stagnant. 

Leading with profitability as a core focus, we'll look at offers, targeting, messaging and more to de-constrain your business.

D2C Growth & Retention Consultant

ElliotDigital | Retention Marketing Agency

Leading a CRM team at a high-growth, award-winning agency. Working with brands including Magic Mind, Candy Kittens, Untamed, CRAFTD, ELEAT, Heights, Joymode, Free Soul and many more.

Head of CRM

Leading on strategy & implementation for a host of exciting D2C brands across nootropics, food & beverage, pet food, supplements, and more.

CRM Manager

Mous

Making customer journeys that enable the extreme, every day 🚀

CRM Executive

allplants

Developing & executing CRM strategy for leads & active customers at Europe’s largest plant-based frozen food business, 5m+ meals sold. Focus on customer acquisition, as well as utilising CRM to support all marketing channels.

Freelance Marketing

Vision Products (Europe) Ltd

Marketing Executive

Black Insomnia Coffee Company

Having graduated with a degree in Fine Art at the beginning of the Pandemic, I was grateful to be offered a part-time role as Marketing Assistant at Black Insomnia Coffee Company, where I was promoted to Full Time Global Marketing Manager after 4 months. My role involves:
Website
Dramatically improved Conversion rate by analysing customer journey & implementing relevant changes/adjusting strategy.
Rebuild of Shopify store to align more closely with a revised brand positioning and elevate the brand appearance in the marketplace. Both an aesthetic and functional overhaul that enhances customer journey, boosting conversation rates and facilitates access to our content much more easily.
Enhancing and removing friction for product subscriptions leading to dramatic increase in subscription sign-ups
User experience improvements to create desired actions (Product sales, Newsletter sign ups etc.)
Revitalising, developing and engaging with brand affiliate scheme.
Identifying, planning and writing relevant blog content to engage our audience, and provide value and authority to our product range.
User experience analysis with tools such as Hotjar and Shopify analytics.

Email Campaigns
Increase mailing list sign-ups by 2.5X in 5 months
Achieved above industry standard email engagement (18.5% open, 7.5% click-through average).
Refocused & transformed the aesthetic, approach and strategy of email campaigns to achieve our desired goals (more sales, greater website traffic).
Designed and executed a range of relevant email automations to engage and enhance the customer journey.

Social Media
Greatly increased growth of Instagram and Facebook channels with far greater engaged audiences.
Identified incorrect brand positioning on social media, retargeted focus to relevant audiences, leading to dramatic improvement in engagement (Post likes, comments, story views/interaction, click-throughs to webshop)

....
Continued in attached document...

Global Marketing Manager

Modern Art Oxford

Communications and Marketing Placement

Junkyard Golf Club

Course Marshal

AmazeRealise

Marketing Internship

I show brands how to treat customers to drive profitability.

Sometimes that’s how to win them back after they churn.

But it’s also who you survey, what questions you ask, how that changes messaging for your paid ads, and the impact that has on LTV:CAC.

Learning who drives the most profit, not just who converts at the lowest CPA.

It can be how new customers should have products bundled to them, based on what drives the highest profit.

Because it’s what they need, not just what “has high margins.”

Because bundles nobody needs don’t drive profit, no matter how high the theoretical margin.

It can be the growth impact of a perfectly positioned referral incentive that acquires more of your best customers, cheaper, who stay longer.

Or it can be in de-risking NPD and maximising the profit from a new product launch itself, by understanding who wants it and why.

Your growth is hidden inside your customers. I help you find it.


Another 8-figure brand this week with 'amazing open rates', missing out on a significant amount of growth. 🥲 

Open rates  ≠ more returning customer revenue.

Most Marketers trained on Klaviyo get this wrong.

You can't blame them - platforms are designed to simplify what 'good looks like'.

Low open rate = big red warning signs on a dashboard.

You look into it, learn how to fix it. It goes green. Happy days. You stop there.

The issue is, email is a tool to activate your customers. An advertising method.

This misses the first principles of advertising. And the objective of Marketers more generally.

To drive as much profit for the business as possible over a long time horizon.

Do you need a strong technical infrastructure to reach people? Absolutely.

But focusing solely on engagement rate percentages misses the first principle: get as many people to see you and buy from you, as profitably as possible.

This means maximising reach over time, not just optimising for high engagement rates, but maximising absolute opens, clicks and incremental revenue for the business.

Put simply, they can send more often, to more people.

Finding that balance between saturating your audience into diminishing returns is important to make the most of your list.

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I'm James - a D2C Retention consultant who has worked with 40+ brands in-house & agency side. I share D2C growth & Retention advice to help brands grow more profitably.

#D2C #Retention #LTV #Klaviyo

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