This is Rebecca Hilliard & Co.
Let’s bridge the gap between your brand and your buyers.
Empowering premium lifestyle brands to scale their sales and help propel their profits by creating a community with their customers
Brands I’ve worked with…
ME+EM
French Connection
Mylands
Sana Jardin
This Works
Ca' Pietra
Every touchpoint your customers have with your brand is a chance to create a positive customer experience.
Statista found a positive customer experience is what made 94% of customers more likely to purchase from a brand again.
Why is this so powerful?
Because customer retention is so much more cost-effective than customer acquisition.
I’m here to help you cultivate a long-lasting & loyal community of customers through Customer Relationship Management (or CRM for short).
Hey! I’m Rebecca.
I’ve been immersed in the world of eCommerce for (over!) 12 years so I appreciate and understand the intricacies of the industry. I have seen brands’ reach double-digit growth, but have also been witness to the pitfalls and know how unpredictable the marketplace can be. So, if you’re feeling a cocktail of overwhelm and uncertainty – I understand.
I’ve worked with some big names in the industry including Topshop, French Connection, Jimmy Choo, Mulberry, ME+EM and This Works. During this time, I’ve worn many hats and played many different roles from Online Production Assistant all the way up to the Head of eCommerce.
And now, I’m here to share that wisdom with you!
Case Studies
A glimpse into my past projects & portfolio
This Works
Struggle: Decreased Customer Interaction
Strategy: I went through their current CRM and VIP strategy with a fine tooth comb, examining and analysing their marketing activations and customer data. This gave us hugely valuable insights into the areas of strength the current strategy was providing but also the leaks and places where they were losing interaction. After presenting my findings to the senior stakeholders, I formulated a detailed, actionable plan to propel the business forward effectively.
Success: Customer-centric, unified, effective new strategy to make customers feel appreciated, heard and foster long-term loyalty which lead to boosting crucial metrics such as Average Order Value (AOV), Customer Lifetime Value (LTV) and Customer Retention Rate.
Hyde & Hare
Struggle: Loss of Sales
Strategy: Developing a detailed, 12-month eCommerce roadmap which included guided tasks, strategic priorities and recommendations. The measures created enabled the business to effectively achieve its goals and milestones.
Success: Over the following year, the business surpassed all set targets, saw improved customer retention metrics and a significant boost in their website conversion rate.
Sana Jardin
Struggle: Unmet KPIs
Strategy: We centred the project around identifying opportunities on the brand’s website where we could boost their relationships with their customers. I dug deep into their insights, data and specific areas of focus were highlighted to enhance the website’s performance and drive better results. We incorporated the implementation of CRO (Conversion Rate Optimisation) and a customer-focused marketing plan.
Success: We achieved a more aligned marketing communication approach by delivering targeted cross-channel messaging tailored to specific customer segments and ensured the right message reached them at the right time in their customer journey.
You’ve probably found yourself on my website because…
Sales aren’t where you want them and it’s become the big elephant in the room.
You’re struggling to unpack the problems because you’re so invested in the brand.
You’ve realised you’re losing money because your customer experience isn’t as sophisticated or streamlined as it should be.
You’re feeling concerned, clouded and confused about what to use your budget for.
You’re sitting on loads of data and information that you’re yet to put to good use.
The good news? You’re in the right place.
The biggest oversight online brands make is not analysing, leveraging, and optimising their current strategy…
…and instead shifting their focus and budget to bringing new customers into their brand’s audience.
Services
Here’s how I can help
The Clarity Consultation
A dedicated space to get honest answers, innovative ideas and actionable steps to your questions and concerns. The Clarity Consultation was designed with the small business owner in mind who’s wearing all the hats, DIY-ing the majority of the task list and feeling the pressure of a growing brand on their shoulders. You’re looking to get to the next level, but getting there is feeling like one big block. It’s an opportunity for troubleshooting, soundboarding ideas and creating a plan-of-action – together.
Pinpoint & Plan
My best-selling package for Founders, Directors, and CMOs who want to learn the key priorities and opportunities their brand needs to get their customers consistently coming back for more. Chances are, you’ve invested a lot into bringing new customers in but you’ve not leveraged the data to ensure they interact and stay with your brand. You’re looking for someone who can thoroughly go through your current strategy, spot the pitfalls and give you an easy and actionable step-by-step plan to optimise the relationships with your customers to scale your sales and show you the pathway to profitability.
The Retention Roadmap
Sometimes things happen in business that we can’t put our fingers on. We’ve got all the things in place, we’ve got a strong team yet something isn’t working like it should. The problem? Figuring out exactly what that is. When you’ve scaled your business, invested both energetically and financially it can be really hard to spot the leaks and create a strategy to mitigate them. The Retention Roadmap gives your brand a complete audit of the 5 channels that I specialise in, a comprehensive strategy to implement and provides you with ongoing support for 3-months.
Testimonials
Results & Recommendations From My Clients
“I highly recommend Rebecca to teams in need of a highly effective, reliable, and organised resource.”
Shradha Kaul
eCommerce Director
This Works
“Her expertise helped us enhance our customer journey, creating immediate growth for the business along with long-term value. ”
Anthea Killeen
Head of Marketing
Mylands
“She has really taken our business to new levels and added value in every area covered.”
Piers Dickinson
CEO
Hyde & Hare
“To have Rebecca audit our website and create a structured approach to tackle major and minor barriers to customer retention was refreshing.”
Sarah Kocher
Founder
Life of Riley
Brand collaborations.
Follow.
Join me on Instagram @rebeccahilliardco for top tips and advice
