LumaSkincare - Scaling eCommerce Revenue While Stabilizing CAC | Call Center

Challenge

LumaSkincare had found product-market fit and was ready to scale but every time they increased ad spend, performance collapsed. ROAS dropped, CAC spiked, and the creative library was exhausted — the same three ads had been running for four months. The growth team was scaling budget without a system for creative replenishment, which meant each scaling attempt burned budget and demoralized the team.

Solution

We implemented a structured creative testing system built around UGC hooks and product demo formats — the two highest-converting formats in the beauty vertical. Every week, 4 new creative concepts entered testing with a strict kill/scale framework based on thumb-stop rate, hold rate, and purchase ROAS at the 3-day mark. We also restructured the campaign architecture to separate cold traffic from warm audiences and introduced a post-purchase upsell sequence that increased average order value by 28%.

Challenge

Solution

Results