Onboarding
A cosmetic brand built around ritual, beauty and customer experience.
As onboarding begins, we’re mapping the experience across e-commerce, CX, fulfillment, returns, retention, and customer data, then connecting the systems and teams behind the moments that matter most.
Onboarding
Onboarding
Industry
Beauty
Beauty
ROLE
CRM & Data systems Org chart & Team development Fulfilment & Logistics Product & Quality connection
CRM & Data systems Org chart & Team development Fulfilment & Logistics Product & Quality connection
Deliverables
Workflow & Systems Team development E-commerce to CX connect GTM to CX connect
Workflow & Systems Team development E-commerce to CX connect GTM to CX connect
TIMEFRAME
32 weeks
32 weeks
Onboarding
Onboarding
Challenge
Kicker
CONNECTION
WITH DIRECTION
CONNECTION
WITH DIRECTION
A growing beauty brand needed a clearer operating picture across customer care, fulfillment, returns, data, and retention before those gaps became part of their bespoke brand experience.
A growing beauty brand needed a clearer operating picture across customer care, fulfillment, returns, data, and retention before those gaps became part of their bespoke brand experience.
Beauty customers notice the details. Product questions, recommendations, shipping updates, damaged orders, returns, exchanges, subscriptions, promotions, and post-purchase communication all become part of how the brand is judged. As the business grows, those interactions can quickly spread across separate platforms, teams, and workflows. Customer context gets lost, issues get handed off without enough information, and CX ends up solving problems that began somewhere else in the business. Our first job is to understand where those breaks are happening, what customers are actually contacting the brand about, and which systems or teams need to be connected before adding more complexity.
Beauty customers notice the details. Product questions, recommendations, shipping updates, damaged orders, returns, exchanges, subscriptions, promotions, and post-purchase communication all become part of how the brand is judged. As the business grows, those interactions can quickly spread across separate platforms, teams, and workflows. Customer context gets lost, issues get handed off without enough information, and CX ends up solving problems that began somewhere else in the business. Our first job is to understand where those breaks are happening, what customers are actually contacting the brand about, and which systems or teams need to be connected before adding more complexity.
Solution
Kicker
Beauty and care
Meets customer care
Beauty and care
Meets customer care
We’re connecting CX, fulfillment, returns, retention, and customer data around one clearer journey, then building the workflows and technology needed to support it.
We’re connecting CX, fulfillment, returns, retention, and customer data around one clearer journey, then building the workflows and technology needed to support it.
We’re starting with the customer journey and working backward into the operation. That means understanding where customer expectations are being set, where the experience breaks, and which teams own the moments in between. From there, we’re connecting CX with fulfillment, returns, e-commerce, retention, and customer data so information carries forward instead of starting over at every handoff. The technology comes after the operating model. Automation and customer-facing AI will be used where they can remove repetitive work, improve access to information, and resolve simple needs quickly, while higher-value or sensitive interactions stay with the right people. The result we’re building toward is a customer experience that feels as thoughtful and polished as the products themselves.
We’re starting with the customer journey and working backward into the operation. That means understanding where customer expectations are being set, where the experience breaks, and which teams own the moments in between. From there, we’re connecting CX with fulfillment, returns, e-commerce, retention, and customer data so information carries forward instead of starting over at every handoff. The technology comes after the operating model. Automation and customer-facing AI will be used where they can remove repetitive work, improve access to information, and resolve simple needs quickly, while higher-value or sensitive interactions stay with the right people. The result we’re building toward is a customer experience that feels as thoughtful and polished as the products themselves.
Connect CX, fulfillment, returns, and retention around a clearer end-to-end customer journey.
Connect CX, fulfillment, returns, and retention around a clearer end-to-end customer journey.
CRM & Data systems Org chart & Team development Fulfilment & Logistics Product & Quality connection
Use customer data, automation, and governed AI to improve speed without losing the brand’s human touch.
Use customer data, automation, and governed AI to improve speed without losing the brand’s human touch.
Use customer data, automation, and governed AI to improve speed without losing the brand’s human touch.
We don't pitch. We have a conversation.
Every project begins with a free discovery call. No commitment, no pressure.
Natalie Kiedis
Client Services
We don't pitch. We have a conversation.
Every project begins with a free discovery call. No commitment, no pressure.
Natalie Kiedis
Client Services
We don't pitch. We have a conversation.
Every project begins with a free discovery call. No commitment, no pressure.
Natalie Kiedis
Client Services
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