Remedy
Building a retention-first, revenue-forward foundation.
Role:
Creative Director
Markets:
Maryland
Industry:
Retail
Remedy is a fast-growing, multi-location retail brand with a strong focus on customer loyalty and repeat purchase behavior. As the business matured, retention marketing became a critical lever for driving sustainable revenue and re-engaging past customers.
As Brand Director, I supported the implementation and led the creative direction of the engagement, working closely with a cross-functional team spanning campaign management, email marketing, and design. Together, we delivered a structured, performance-driven retention program that drives consistent engagement, repeat revenue, and long-term scalability.
THE CHALLENGE.
Remedy was focused on increasing revenue from its existing customer base, with retention and re-engagement identified as primary growth drivers. Improving repeat purchases and winning back lapsed customers became critical to long-term performance.
Primary challenges included:
Increasing repeat purchase frequency through targeted retention campaigns
Re-engaging inactive customers who had fallen out of the purchase cycle
Building loyalty without over-reliance on discounts or promotions
Creating tailored messaging aligned to different customer lifecycle stages
The strategy required a shift from one-off campaigns to a structured, lifecycle-driven approach that could consistently drive revenue while strengthening long-term customer relationships.
RESULTS & IMPACT.
The retention program delivered measurable business impact by:
Driving 30%+ open rates and 3%+ conversion rates across weekly campaigns, generating nearly $850K in repeat revenue year to date
Sustaining 30%+ open rates and ~4% conversion rates across automated lifecycle flows, including welcome, birthday, and abandoned cart journeys
Re-engaging over 1,000 lapsed customers through targeted win-back campaigns, producing nearly $100K in incremental revenue
As the engagement continues, the retention system provides a scalable, repeatable foundation for long-term customer growth and revenue performance.
CREATIVE CRAFTED TO DRIVE RETENTION
The retention program was built as a cohesive creative system, designed to feel recognizable, timely, and brand-led across every customer touchpoint. Campaigns prioritize clarity and personality, ensuring each message feels purposeful rather than purely promotional.
Key initiatives included:
A flexible campaign design system that supports rapid iteration while maintaining visual and tonal consistency
Clear creative hierarchies that prioritize primary offers, supporting content, and calls to action
Modular layouts optimized for scannability across email and SMS
Lifecycle-aware creative that adapts messaging and visuals based on customer behavior and engagement stage
