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The Glossy Podcast

J.McLaughlin CEO Mary Ellen Coyne on achieving high AOV, high LTV and high margins

Dec 20, 2023
Mary Ellen Coyne, CEO of J.McLaughlin, discusses the brand's growth through a brand refresh, store openings, and customer acquisition. They highlight the importance of customer relationships, the impact of store closures, and competition in the market. They also explore the hiring of outside help for brand transformation and discuss challenges, hiring, and international expansion.
33:58

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Quick takeaways

  • J.McLaughlin's CEO believes in testing and learning, leading to improvements in products, processes, and overall presentation.
  • J.McLaughlin aims to appeal to a broader audience of women in the middle point of their lives, valuing tasteful, modern clothing without making a bold statement.

Deep dives

The Brand's Transformation and Growth

Mary Ellen Coyne, the CEO of J. McLaughlin, discusses the brand's successful transformation and growth. Since joining the company in 2016, Coyne has focused on elevating the product, presentation, and process. This has resulted in a significant impact on the brand's growth, with 173 stores and roughly 850 employees. Coyne also highlights the importance of customer relationships and the brand's commitment to making customers, not just sales. With a focus on customer acquisition and loyalty, the brand's success lies in its consistent delivery of high-quality products and exceptional customer service.

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