The operator
These are the repeatable workflows that keep an ecommerce brand running. We don't sell secrets — but we don't publish the recipe either. Here's what each play covers and what you get.
Play 01
Six flows, always running. We set them up, we write the copy, we watch the numbers.
Trigger: new subscriber. We write a 4-email sequence that introduces your brand, your best sellers, and why people buy from you. Not a template — your voice, your products.
Trigger: abandoned cart. Three emails with the actual items they left. Timed. Personalised. No "you forgot something" — the product, the price, a reason to come back.
Trigger: order placed. Shipping updates, delivery confirmation, review request, and a cross-sell timed for when they're happiest with the product.
Trigger: no purchase in 90 days. We score every customer and run a re-engagement series for the ones worth saving. If they still don't open, we sunset them — protecting your sender reputation.
Trigger: viewed product, didn't add to cart. A single email within 4 hours with the product they looked at. Low pressure, high intent.
Beyond triggers: seasonal campaigns, product launches, VIP early access, replenishment reminders. Written monthly, against your calendar.
Play 02
Most stores treat every customer the same. We don't.
Every customer gets an RFM score: recency (when they last bought), frequency (how often), monetary (how much they spend). We segment into five tiers from VIPs to dormant.
VIPs get early access and personal outreach. Loyal customers get cross-sells and bundles. At-risk get a retention offer. Dormant get a re-engagement or a sunset.
Monthly RFM breakdown: who's in each tier, how it changed, what that means for revenue. One page, plain English.
Your top 10–15% of customers typically drive 40–50% of revenue. Treating them differently is the cheapest revenue lever in ecommerce.
Play 03
Most tickets are the same five questions. We answer those. You keep the rest.
"Where's my order?" "How do I return this?" "What size should I get?" "When will it restock?" — trained on your catalogue, policies, and shipping rules.
Anything involving money, complaints, or judgement. The agent drafts a reply for you. You review and send. You never lose control.
Weekly support digest: volume, resolution rate, common themes, what escalated and why. Charts, not paragraphs.
Typically 60–70% of tickets resolve without a human. That's hours back every week for a store doing any real volume.
Play 04
Inventory isn't an ops problem. It's a cash problem. Most stores buy too much of the wrong thing and run out of the right thing. We make inventory a financial lever, not a fire drill.
Standard ABC ranks products by revenue. We layer in order frequency, margin, and customer concentration — so you know which SKUs actually earn their shelf space and which are just taking up capital.
Stockouts lose sales — and in ecommerce, the customer just clicks the next tab. We track sell-through velocity per SKU and flag anything approaching a stockout before it hits zero.
Products sitting 90+ days without movement are trapped cash. We surface them with a recommendation: discount, bundle, return to supplier, or write off. Then we track the recovery.
Your suppliers directly impact your stock availability. We track lead time accuracy, fill rates, and cost trends per supplier — so you know who's reliable and who's slipping, without digging through purchase orders.
Play 05
Your store leaks rankings over time. We find where and tell you how to fix it.
We crawl your site every week: broken links, missing meta, slow pages, content gaps. We rank issues by impact so you fix what matters first.
Three competitors, tracked monthly. What they're ranking for that you're not. What you're losing ground on.
Pages sitting on page 2 of Google for high-intent terms. Small fixes that can push them to page 1 — title tags, internal links, content gaps.
Monthly SEO report: what changed, what to fix, what's working. Prioritised. No jargon.
Play 06
You're the founder. You need the numbers, not a 40-page deck.
Revenue, margin, email performance, support volume, inventory health, SEO position. One page. Delivered by the 3rd of every month.
Most founders don't look at their numbers until something breaks. The board pack gives you a monthly pulse check — what's working, what's slipping, what needs attention.
Each KPI gets a sparkline showing the trend. You can read the whole thing in under two minutes and know whether the month was good or bad.
We ask one question before each pack: "Anything you want us to dig into this month?" If you want a deep dive on a specific channel or product line, it goes in.
Free 30-minute audit. We'll look at your store and tell you which play would move the needle first.
Book a free audit