Ecommerce & DTC
DTC brands scale on operations as much as marketing.
We work with Shopify and Shopify Plus brands turning over £1m to £20m where the marketing engine is working but the operational engine is starting to creak.
Definition
Direct-to-consumer (DTC) ecommerce brands sell own-brand product directly to end customers via their own website, typically Shopify or Shopify Plus. Common operational stack includes Shopify, Klaviyo, Gorgias, an inventory system (Cin7, Linnworks, NetSuite), and one or more 3PLs.
Where DTC brands typically hit the wall
- Crossing £3m to £5m: the original 3PL stops being the right fit; fulfilment cost climbs
- Returns rate grows but no root-cause analysis is done
- The tech stack has accumulated 10+ apps; nothing integrates cleanly
- True contribution margin per channel is invisible; gross margin masks the problem
- Customer service flooded; CS data not flowing back into product or ops decisions
- Founder still owns operational decision-making 70% of the week
- International expansion considered but operational complexity blocks it
What we typically work on for DTC clients
The exact mix depends on the diagnostic, but the most common interventions are:
- 3PL benchmarking, contract renegotiation, or full switch
- Tech stack rationalisation and system of record definition
- Returns operations redesign and root-cause analysis
- Contribution margin reporting build
- Inventory planning and forecasting model
- Senior operational hiring (Head of Ops, Supply Chain Lead)
- Amazon FBA launch as a second channel
- EU / US international expansion sequencing
Common platforms and tools we work with
Shopify, Shopify Plus, Klaviyo, Gorgias, Recharge, Loop Returns, Cin7, Linnworks, NetSuite, Brightpearl, Khaos Control, ShipStation, ShipBob, Huboo, Amazon Seller Central, Amazon Brand Registry, Google Analytics 4, Triple Whale.
FAQ
What size DTC brand do you usually work with?
£1m to £20m turnover. Below £1m the engagement is usually too senior; above £20m a full-time COO is usually the right call.
Do you take over the founder's operational role?
Partially. The founder typically stays accountable for vision and commercial strategy; the fractional engagement owns operational execution and the operational P&L.
Do you work with Shopify only or other platforms?
Predominantly Shopify and Shopify Plus, but we've worked with BigCommerce, WooCommerce and bespoke ecommerce builds.
Can you handle our subscription / Recharge setup?
Yes. Subscription operations bring their own challenges around churn, fulfilment cadence, and customer service, we've worked across several DTC subscription businesses.
How is this different from a Shopify agency?
Shopify agencies build and optimise the storefront. We work on the operational engine that fulfils what the storefront sells, from the warehouse to the returns process to the margin reporting.
30 minutes, no pitch.
Bring the operational picture, leave with the next two or three things to action.