Case Study: City Beach achieves 105% email revenue growth and 38% more active customers with Emarsys

Sport Fashion Retailer Improves Email Revenue 105%

City Beach, a major Australian fashion retailer with 1.4 million contacts, needed to revive an underperforming email channel and treat customers as individuals rather than just addresses. Their legacy ESP limited accurate targeting and couldn’t integrate loyalty, POS, and customer service touchpoints, so they sought a scalable platform with personalization and automation to drive retention and lifetime value.

Partnering with Emarsys, City Beach consolidated and cleaned customer data, built unified profiles with Smart Insight, and deployed automated 1:1 personalization across email, mobile, social, SMS and web while integrating loyalty and in‑store touchpoints. Within four months email revenue rose 105% YoY, active customers increased 38% with 36% retention, undeliverable emails fell from 28% to 1%, in‑store email collection jumped 420%, CRM ads achieved 14x (Facebook) and 11x (Google) ROAS, and lifetime spend grew 71%.

City Beach

Michael Doyle

Head of Marketing