Implementing a new DTC strategy through Salesforce Commerce

Business Challenge A leading US beauty brand aimed to elevate its digital customer experiences and enhance DTC capabilities to achieve its goal of becoming a $1 billion brand by 2025. Critical to success was the recovery of the existing digital transformation program, which incorporated DTC, operational, and content capabilities, alongside migrating the brand’s website to Salesforce Commerce Cloud and Sanity. Solution The existing transformation program underwent a re-structure to launch the new DTC capabilities, such as subscriptions, buying as a guest, and shoppable quizzes. The initial steps involved recalibrating the program scope across UX design, technology, content, and operations streams, while also implementing robust controls for scope, plan, budget, and RAID management. Furthermore, a comprehensive DTC strategy was developed, and structured Design Thinking workshops were conducted with senior stakeholders to scope and develop the next iteration of DTC capabilities. Deliverables and Outcomes

Recalibrated the plan and recovered streams within one week of joining the program.

Successfully delivered the program scope of new DTC capabilities within 4 months.

Recalibrated the plan and recovered streams within one week of joining the program.

Developed a new DTC strategy and identified over 20 capabilities across customer experience, loyalty, merchandising, IT security, and operations functions to support the brand's ambitious goal of achieving 10% of DTC sales by 2025.