M(dash)L, LLC.

the story.

At Snackpass, growth meant speed, but sustainable growth needed a system. I joined during a high-growth phase, with launches rolling out fast across new markets. On paper, we were scaling.

But I dug into the numbers and saw something else: we were losing users in mass before they ever became customers.

More than 50% of new users dropped off before making a single purchase. Another 40% churned between first and second orders. And from second to third? We lost over a third again.

But, if we got them to purchase number three, the game changed – over 87% of users on average would go on to convert from third to fourth, fourth to fifth, etc, all the way up to 10+ purchases.

So I built a strategy to fix it. I designed a retention and LTV system focused on the goal: get users to that third purchase, increasing retention and LTV of those new users in each market. Using a multi-channel mix of messaging, targeting, and incentives, I mapped out the funnel, engineered each step, and kept pressure on progression.

Retention wasn’t just a metric. It became the mission.

summary.

The results spoke for themselves – conversion rates up 15%, and a $1:$16.6 cost-to-GMV ratio that turned marketing spend into real, lasting value.

🚀 15% lift in conversion through the purchase funnel
📉 Identified and addressed 50%+ drop-off pre-first purchase
🎯 87%+ retention after 3rd purchase
💰 Achieved $1:$16.6 cost-to-GMV ratio via optimized LTV strategy
📲 Launched multi-channel messaging to drive repeat purchase behavior