Case Study: Sephora achieves 70% productivity gain and doubled response rates with Adobe Campaign (Adobe Marketing Cloud)

Leading retail beauty chain drives customer loyalty with timely, targeted campaigns both in-store and online

Sephora, the global beauty retailer and LVMH subsidiary, needed a unified view of customers across more than 500 stores and a busy e‑commerce site to link online and in‑store behavior, scale marketing globally, and centralize campaign management while still enabling local execution. The company faced limits with an outsourced loyalty database and required daily-updated customer data, cross‑channel measurement, and predictive modeling to personalize communications and grow loyalty and revenue.

Sephora deployed Adobe Campaign within Adobe Marketing Cloud alongside IBM SPSS Modeler to build a unified marketing data mart, centrally orchestrate campaigns, and apply predictive segmentation across POS, web, and call center touchpoints. The solution cut direct‑mail campaign creation time (70% productivity gain), reduced campaign analysis from five days to one, doubled response rates without increasing spend, and enabled ROI measurement by brand, geography, and channel, improving personalization and cross‑/up‑sell opportunities.

Sephora

Rachel Marouani

Director of Customer Marketing and E-Commerce