One of the UK’s largest retailers, sought to scale its paid loyalty offering and competitor to Amazon Prime. The goal was to grow the subscriber base, optimize the customer experience, and improve retention through product enhancements.
Challenges
- Low subscriber base: Only 68k active users, limiting growth potential.
- Legacy platform constraints: Hindering product velocity and expansion.
- Lack of customer insights: Needed behavioral data to identify opportunities for improvement.
Solution
We developed and executed a product strategy to drive acquisition, retention, and platform scalability.
- Product Strategy: Boosted acquisition through free trials, brand partnerships, and targeted marketing, while improving retention with personalised value messaging.
- Platform Modernization: Led the re-platforming of subscription services in the UK and ROI, reducing costs and enabling future scale.
- Strategic Leadership: Placed an interim Head of Product for subscriptions, ensuring the successful execution of the strategy.
Outcome
By implementing a strategic growth plan and optimizing the subscription experience, we delivered transformative results in 12 months:
- Doubled Tesco Clubcard Plus active subscribers (68k → 136k).
- 100% growth in Annual Subscription Revenue (£6M → £12M).
- 22% increase in average basket size (£3,700 → £4,530).
- Laid the foundation for international expansion, driving an additional 150% revenue growth.
