This service is best suited to you if:

• You're an established business, not a new startup.

• Customers can buy from you more than once: new products, repeat orders, rebookings, subscriptions or memberships

• You have at least 3 months of customer and/or order data, even if it's messy

• Nobody owns retention yet, or the person who does is stretched across everything else

Health and beauty ecommerce businesses: because of an existing non-compete, I can only take on clients in this space from May 2027.

Yes. It's the first half of month one in every engagement. Leading retention without first understanding where your customers drop off would be guesswork. The Roadmap gives us the diagnosis and the 90-day plan, so we start with the right priority.

No. We'll start with setting up your team on the plan, then move straight into delivering it.

It's the senior version of those roles. A CRM manager or loyalty lead runs the programme day to day. A Head of Retention sets the direction for it: the strategy, the priorities, and how it ties back to revenue and lifetime value.

• The Repeat Revenue Roadmap. In the first two weeks, I read your customer data, review your retention engine against the 4Rs, and we agree your 90-day plan.

• Planning session with your team. In month one, we agree the focus, the milestones and how we'll measure success, and turn the plan into sprints and owners.

• A focused 90-day plan. One clear priority, tied to the stage of the 4Rs that's costing you most.

• Leading the build. I design what your customers experience after they buy, brief your team or agency, and check the work before it goes live.

• Your retention scorecard. A simple weekly view of repeat rate, time to reorder, returning-customer revenue and lifetime value.

• Weekly performance updates. A short written update on what moved, what we're testing and what's next.

• Leadership reporting. Help showing the wider business what retention is delivering, in revenue.

• A weekly review. One piece of work each week, such as an email, a landing page or a campaign brief, with clear, practical feedback.

• Q+A support. Questions by voice note or email, with replies within 48 hours, Monday to Friday.

• A handover playbook. At the end, a clear record of what's working, how it runs and what to do next.

I don't sell days or specific hours. You get the planning, the weekly updates, the weekly review, programme oversight and message support listed above, focused on the outcomes we agree at the start.

Your retention scorecard tracks the numbers that matter every week, and we review them properly together at the end. You'll always know what's moved and why.

Usually an export of orders and customers from your store, booking system or subscription platform, plus read-only access to your email platform. It doesn't need tidying up first. Messy data is normal, and reading it is my job.

You're billed monthly. If you're not happy, you can stop before your next payment.

This service works whatever you use. I'm certifying in Klaviyo and have hands-on experience with ActiveCampaign, Kit and Circle, alongside Shopify, Squarespace, Teepee and subscription and booking tools. The diagnosis comes from your customer data, not from the platform.

Yes. The 4Rs apply to any business where customers can buy more than once, whether that's repeat orders, rebookings, renewals or memberships. For subscriptions, I also look at failed payments, pausing and cancellations.

Yes. I run a service business myself, so I know from the inside how much depends on clients who rebook, renew and refer. Coaches, consultants and professional services firms like legal and finance all face the same question: what happens after the first piece of work? I'll look at where clients drift, and how to turn happy clients into a steady source of referrals.

Yes. I'm a regular customer of these businesses myself: a nutritionist, a reformer Pilates studio, a gym, a spa and wellness retreats. I've had great experiences and frustrating ones, and I bring both to this work, along with my experience as a service provider. Whether you're a studio, an independent instructor or a wellness brand, I'll look at how new members settle in, when regulars start to drift, and how to spot them before they stop booking.

Please note: I am not currently taking on any ecommerce clients in the health and beauty space until May 2027 due to a non-compete.

Yes. I've run my own online brand and work with a lot of e-commerce businesses, including one where returning-customer revenue grew by 320% within 2 months of working together. For most online brands, the biggest leak sits between the first and second order. I'll look at that gap, how often customers in your category naturally reorder, and how much of your repeat revenue relies on discounts.

Please note: I am not currently taking on any ecommerce clients in the health and beauty space until May 2027 due to a non-compete.

Yes. I currently support a direct-to-consumer brand running a subscription model, so I'm close to the day-to-day reality of recurring orders, where every cancellation counts. As well as the 4Rs, I'll look at failed payments, skips and pauses, cancellation journeys, and which groups of subscribers stay longest, so you know where to focus.

Yes. Memberships live or die on whether people feel part of something. Whether you run a community, a course library, a paid newsletter or a club, I'll look at how new members settle in during their first few weeks, which parts they use and which they ignore, the early signs someone's about to leave, and what makes members renew.

That depends on what's working. If they're doing a good job, I'll work alongside them, brief them and review the work, so everyone is pulling in the same direction. If they're not the right fit, I'll tell you, and help you decide whether to bring the work in-house or find someone better suited.

Someone who can build and send, whether that's a team member, a freelancer or an agency, and a decision-maker who can sign things off quickly.

We review your scorecard together and I hand over the playbook, so your team can keep things running. If you'd like to keep working together, whether that's another 90 days or lighter ongoing support, I'm happy to talk about what would help most. There's no expectation either way.