Transforming a Plateauing DTC Brand with Full-Stack Product, UX, and Retention Optimization

Overview

Successfully executed the end-to-end launch of branded merchandise, from concept and sourcing to market deployment. This initiative required meticulous cross-functional coordination, vendor management, and robust quality assurance processes to ensure a seamless and impactful brand expansion.

Engagement Length: 8 months
Category: Product Operations, Supply Chain Management, Cross-Functional Coordination
Key Results:
✔ Launched branded merchandise line on schedule and within budget
✔ Achieved 20% cost savings through vendor negotiations
✔ Implemented integrated third-party fulfillment, ensuring rapid delivery
✔ Increased customer brand engagement and ancillary revenue

The Challenge

The brand sought to diversify revenue and enhance customer loyalty through merchandise but lacked experience managing complex product launches involving international sourcing, quality control, fulfillment, and cross-team coordination.

Key Red Flags:

No established vendor relationships or sourcing processes
Limited internal expertise managing physical product launches
Risk of delays and quality issues due to fragmented project management

Stakeholder Ecosystem

Design & Product Team: Responsible for merchandise conceptualization
Supply Chain & Fulfillment Partners: Managed production, logistics, and delivery
Marketing & Web Development: Tasked with promotion and e-commerce integration
Senior Management: Required tight project timelines and budget adherence

Our Approach

1️⃣ Strategic Vendor Selection & Negotiation

Conducted extensive due diligence and vetting of international and domestic vendors, negotiating favourable pricing and production terms.

2️⃣ Cross-Functional Project Management

Created comprehensive project timelines, aligning internal design, marketing, and web teams with external fulfillment and logistics providers.
Managed stakeholder communication with clear roles, milestones, and accountability.

3️⃣ Quality Control & Product Testing

Established rigorous quality assurance processes including prototypes, samples, and inspections, ensuring product standards exceeded expectations.

4️⃣ Seamless E-Commerce Integration & Launch Execution

Coordinated website updates, product listings, and promotional content aligned with product availability timelines.
Integrated fulfillment logistics directly with online sales channels, ensuring smooth customer experiences from purchase to delivery.

Outcomes

The branded merchandise line launched successfully, achieving significant customer engagement, enhanced brand visibility, and ancillary revenue streams. Efficient project management and vendor negotiations delivered substantial cost savings, ensuring strong margins and ROI.

Reflection

Effective end-to-end product operations and rigorous cross-functional coordination proved crucial to successful market entry. Clear communication, meticulous planning, and thorough quality assurance ensured a seamless launch and positive customer reception.

End-to-End Branded Merchandise Launch