MORE CUSTOMERS COMING BACK.MORE ROOM TO GROW.
Senior-only retention leadership and execution for world-building brands.
You've worked hard to win your customers and build a brand world. We uncover what's holding back repeat purchases, then lead the retention strategy that keeps them coming back, again and again.
WHAT YOU GET
SENIOR RETENTIONLEADERSHIP, BUILT IN.
GARETH POWELLFOUNDER, SWAY THE MOB
- 01
WORK DIRECTLY WITH A SENIOR RETENTION LEAD.
We understand your commercial goals, set the priorities and take responsibility for turning strategy into results.
- 02
CUSTOMER INTELLIGENCE DRIVES THE DECISIONS.
We analyse customer behaviour, product patterns and commercial performance to uncover the biggest opportunities and decide what matters next.
- 03
KNOW THE PLAN BEFORE YOU SIGN.
Before an ongoing engagement begins, we audit your retention performance and build a focused 90-day roadmap. You know what needs doing and why before committing.
- 04
FLEXIBLE DELIVERY, BUILT AROUND YOU.
We can take full ownership, work alongside your existing team, or lead the strategy while your team handles execution.
SELECTED BRANDS GARETH HAS WORKED ON
THE PROBLEM
TOO MANY CUSTOMERSONLY BUY ONCE.
Acquiring a customer is only the start.
The second purchase is the first step towards a longer, more valuable customer relationship.
WHY IT MATTERS
- 01MORE SECOND ORDERSMore first-time buyers come back.
- ↓HIGHER LTVEach customer becomes worth more over time.
- ↓MORE CAC HEADROOMMore room to tolerate higher acquisition costs and stay profitable.
- ↓MORE ROOM TO GROWInvest more confidently in acquisition when the economics support it.
THE APPROACH
START ONELAYER DEEPER.
Campaigns and flows are the output. The real value is knowing which questions to ask, what the data is telling you and which opportunities are worth pursuing. That takes experience.
THE QUESTIONS WE START WITH
- WHO COMES BACK?
- WHAT DO THEY BUY NEXT?
- HOW LONG DOES IT TAKE?
- WHERE DOES VALUE COME FROM?
- WHERE DO CUSTOMERS DROP OUT?
- WHICH FIRST PURCHASES CREATE THE BEST CUSTOMERS?
01
QUESTIONS
Ask what actually matters.
02
INTELLIGENCE
Find the signal in customer, product and commercial data.
03
JUDGEMENT
Decide what deserves attention and what to do next.
04
EXECUTION WITH TASTE
Turn that decision into work that performs and still feels like the brand.
THE EXECUTION
COMMERCIALLY RIGOROUS.Culturally fluent.
A smart retention strategy means little if the execution looks and sounds like everyone else's.
We bring together killer copywriting, considered email design and senior creative direction to create work that earns attention and feels unmistakably yours.
WHERE IT COMES TO LIFE
- SMS
- LOYALTY
- DIRECT MAIL
WHO WE WORK WITH
THIS IS OUR WORLD.
Our deepest experience is in categories where product, identity and brand all influence whether someone comes back.
FASHION & APPAREL
From first purchase to wardrobe-building: collections, drops, product affinity and what turns one order into repeat behaviour.
FOOTWEAR
From first pair to full rotation: fit confidence, silhouette affinity, use cases and replacement cycles.
We also work with lifestyle and other preference-led consumer brands.
HOW WE START
KNOW THE PLANBEFORE YOU SIGN.
We invest real senior thinking before asking you to commit. By the time an engagement begins, we already understand:
- What is driving retention performance
- Where customer value is leaking
- Where the largest opportunities sit
- What the first priorities should be
- 01
DISCOVERY CALL
A conversation about the business, customers, team and priorities.
- 02
RETENTION AUDIT
We identify what's driving results, where value is leaking and where the biggest opportunities sit.
- 03
90-DAY ROADMAP
The findings become a focused plan around the highest priorities for the first 90 days.
- 04
THEN DECIDE
You decide whether to engage — with the diagnosis and plan already in hand.
Before you sign, you already know what's happening, what matters and what to do next.
PROOF
THE RESULTS.
Home fragrance
Candle Shack
+256% campaign revenue YoY +106% flow revenue YoY
Conzuri
+42% post-purchase revenue YoY +82% revenue per recipient YoY
Caskshare
Lifted repurchase rate from 22% to 33.5%
Home fragrance
Candle Shack
+256% campaign revenue YoY +106% flow revenue YoY
Conzuri
+42% post-purchase revenue YoY +82% revenue per recipient YoY
Caskshare
Lifted repurchase rate from 22% to 33.5%
WHAT IT'S LIKE TO WORK WITH US
“Gareth has revolutionised our CRM strategy, taking time to understand the needs of our global customer base. The results speak for themselves: we've seen growth of 103% in email revenue since we started working together. I could not recommend him highly enough.”
John RobertsonCo-Founder, Caskshare“Gareth's expertise in online growth and retention strategy gave us the boost we needed, and his support has been hugely appreciated.”
Priya DownesCEO, Nudea“We really appreciated Gareth's support, particularly in getting our email flows set up. We'd be keen to work with him again in the future.”
Rebecca McMahonEcommerce & Growth Manager, Candle ShackWant these results for your brand?
WHO YOU'LL WORK WITH
FOUNDER-LED.
Hi, I'm Gareth.
I've spent the past decade leading CRM and retention for ecommerce and DTC brands, including Head of CRM / Retention-level responsibility across fashion, apparel, footwear, lifestyle and other preference-led consumer brands.
I'm a retention specialist, but I've always been a brand guy too. I care about what makes people choose a brand, the world it creates and what keeps them coming back.
My approach brings customer intelligence and commercial judgement together with creative work that brings your brand world to life in the inbox.
I lead the strategy and take ownership of delivery, bringing in killer copywriters and email designers where their expertise makes the work stronger.
I'd love to learn more about your business, what you're building and where you want to take it.
FAQ
COMMON QUESTIONS.
Do you handle execution as well as strategy?
Yes. We can take full ownership of retention strategy and execution, work alongside your in-house team, or provide senior leadership while your team delivers. Experienced copywriters and designers are brought in where they make the work stronger.
What brands do you work with?
Our deepest experience is across fashion, apparel, footwear and lifestyle, but we're not limited to those categories. We also work with other preference-led consumer brands where product, identity and brand play a meaningful role in repeat purchase.
What size brands are the best fit?
Established brands with an existing customer base, meaningful purchase history and ambitions to grow. Typically seven figures and above, but the size of the retention opportunity matters more than revenue alone.
Can you work with our existing CRM team?
Absolutely. We can work alongside your existing CRM or lifecycle team, bringing senior direction, customer intelligence and commercial judgement. Your team can continue executing, or we can share delivery where it makes sense.
What happens in the first 90 days?
Discovery and the audit happen before the engagement begins, so we start with the priorities already clear. The first 30 days focus on getting the highest-impact work moving. The first 90 days build toward the larger opportunities identified in the roadmap.
Do you require a long contract?
No. We work on 30-day rolling agreements. No long lock-ins — the work has to keep earning its place every month.
Which platforms do you work with?
Shopify and Klaviyo are our deepest areas of platform expertise, but we work with providers across email, SMS, WhatsApp, loyalty, direct mail and supporting retention technology. We're not tied to one platform or technology stack.