The client managed a historically profitable direct-to-consumer (D2C) service but was experiencing a progressive decline in revenue and lacked a growth trajectory. Key challenges included:

• Stagnant customer base: Limited acquisition of new clients and falling repeat purchase rates.

• Lack of scalable growth levers: No structured roadmap or internal capabilities to diversify and scale the business.

• Outdated digital capabilities: Operations were heavily reliant on non-digital channels (e.g., SMS, phone calls), making the business less appealing to younger, digital-native audiences.

Objective: Design a comprehensive strategic roadmap to reignite growth and modernize the D2C model, unlocking new sources of value while sustaining profitability.

1. Performance diagnostic

• Evaluated current D2C operations: acquisition funnel, customer retention, channel effectiveness, and unit economics.

• Identified performance bottlenecks and underleveraged touchpoints across the customer lifecycle.

2. Market & consumer opportunity mapping

• Mapped white-space opportunities in untapped segments, product/service extensions, and geographical coverage.

• Benchmarked industry-leading D2C practices across acquisition, engagement, and monetization models.

3. Strategic growth pathways

Outlined actionable levers to drive growth:

• Customer base expansion through improved targeting and omnichannel acquisition.

• Increase revenue per customer via cross-selling, up-selling, and tiered service offerings.

• Pricing strategy optimization based on value delivered and market positioning.

4. Action plan & implementation roadmap

• Defined a phased action plan with prioritized initiatives, performance KPIs, and governance structure.

• Built internal alignment and engagement across teams for execution readiness.

5. Technology enablement

• Translated strategic needs into IT and system requirements to support automation, customer tracking, and digital scalability.

• Collaborated on the design and deployment of a new CRM platform to accelerate acquisition and operational efficiency.

• Omnichannel customer acquisition strategy, integrating both offline and online levers.

• Redesign of sales force routines and focus, freeing capacity to prioritize new customer acquisition.

• Support in CRM design and implementation, enabling better tracking, automation, and personalized engagement.

• A clear, actionable 4-year roadmap designed to double sales while delivering a +5 percentage point uplift in profitability.

• Transformation of the commercial model from analog to digital-ready, increasing agility and relevance for future consumer generations.