Strategy Hand
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Strategy Hand is a London-based consultancy advising D2C, subscription and ecommerce brands on customer success, retention and review programmes.
We work with founders and CX leaders to turn customer experience into a measurable growth lever, not a cost line.
We embed alongside your team, learn how your brand really works, and shape solutions that fit your culture.
We focus on the metrics that move retention, LTV and review volume for direct-to-consumer brands.
You get senior judgement and a clear plan, delivered by people who have actually run CX teams.
Every engagement starts with a clear set of outcomes — CSAT lift, churn reduction, review volume, cost-to-serve — and a plan to hit them.
We start with a focused workshop with your founders and CX leads to understand the brand, the buyer and the goal.
We then design the operating model — the team shape, the roles, the SLAs and the partner stack needed to deliver against the outcomes agreed.
We audit the current CX stack, channels and processes — Gorgias, Zendesk, Intercom, Yotpo, Trustpilot, helpdesks, reviews flows — and recommend what to keep, replace or remove.
We support your team through go-live, monitor the metrics that matter and stay close until the new model is running on its own.
We work with ambitious D2C, subscription and ecommerce teams that are scaling fast and need a customer success partner who can move at the same pace — without the overhead of a traditional agency.
Traditional agencies and outsourcers are fine for traditional businesses. The brands we work with are modern D2C subscription and ecommerce companies, which are anything but traditional.
Start-up, early-stage and scale-up brands need a customer success partner who understands subscription economics, repeat purchase, retention and reviews, and can turn each of those into a measurable contribution to revenue rather than a cost on the P&L.
Lewis founded Strategy Hand in 2019 and advises D2C and subscription brands on customer success, CX operating models and review strategy. Prior roles include Apple, Simba Sleep and mahabis.
Nick advises Strategy Hand on data science, CX tech stacks, customer data and review reputation management, and has done so since 2019. Previously at RICS, Simba Sleep and a number of leading UK performance marketing agencies.
We’re always looking for inspiring, energetic people to join the team.
Email us on recruitment@strategyhand.com.
Email, call or message us on LinkedIn — we'll come back to you the same day.
Company Registration: 12165192
VAT Registration: GB330081353