Following our team's commendable #2 placement on Forbes' list of most experiential brands, I identified an opportunity to further refine the synergy between our in-store and online experiences.

One persistent challenge was the disjoint between in-store customer profiles and online accounts. Recognizing the gravity of this issue as we grappled with personalizing the online shopping experience, I conceptualized a baseline solution. With a detailed proposal in hand, I presented my vision to the CEO, who was immediately on board.

She wanted this initiative to not only fix some issues, but loved that it could elevate the brand position as well, doubling down on what we knew best—great fit. With a newly created task force (handed over to the SVP of Product) we aimed to bridge this data gap and proved highly successful. Leveraging this interconnected data, we crafted a series of Personalized trigger emails, offered on-site personalization, App plus-up experiences, all while maintaining a consistent brand look & feel.

Gone were the days of the traditional printed card during in-store fittings. Under my direction, we transitioned to a digital format on iPads, which not only works to solve issues with connected customer data but also enabled instantaneous personalized product suggestions.