OPERATIONS | CUSTOMER EXPERIENCE | CUSTOMER SERVICE | TECH + SYSTEM INTEGRATION

Laying the Foundations for Success

Luxemore London is a luxury haircare brand that prides itself on high quality haircare formulated specifically for curly + coily hair, catering to Afro-Caribbean consumers.
To reach their next level of growth, Luxemore London turned to with Meraki Agency’s Foundations service to establish the strong business backbone they needed.

Our Approach
We worked closely with Luxemore London to optimise operations, enhance customer experience, and integrate the right systems.

We started off by setting up their business operations focusing on designing and implementing standard operating procedures (SOPs) for order processing, inventory management and customer service. We introduced workflow automation to streamline order fulfilment, reducing manual admin work. As well as optimising logistics and supplier communication to minimise stockouts and improve fulfilment times. We prioritised customer experience and developed a seamless onboarding experience for new customers, ensuring clear communication from purchase to delivery. Designed a customer support system, including FAQs, automated email responses, and a CRM system to track and respond to inquiries efficiently. And implemented a customer feedback loop, allowing the brand to proactively address concerns and build long-term brand loyalty. We implemented a CRM system, integrated automated invoicing and payment systems and set up a project management tool. In addition to this we structured cash flow and budgeting models as well as revised Luxemore London’s pricing strategy to align with luxury positioning while maintaining profitability.

The Results: A Scalable, Efficient Business Model
Within three months, Luxemore London transitioned from an unstructured, manual-driven business to a streamlined, growth-ready brand with fully automated workflows and a 46% faster order processing.

Key Takeway
By investing in their foundations, Luxemore London transformed their business operations, ensuring they could scale sustainably without breaking their systems. Now, they are positioned to expand their luxury haircare line, confidently serve a growing customer base, and continue to dominate their niche in the Afro-Caribbean haircare market.