Case Study: Skin Fairy achieves sustained growth and boosted client engagement with Timely

Making business magic with the Skin Fairy

Skin Fairy is an award‑winning Australian skin clinic founded by Carmen McNamara, built on 15 years of industry experience in Australia and London. As the business scaled since opening in 2014, Carmen faced the twin challenges of sustaining rapid growth and a strong company culture while juggling leadership, family life and the operational disruptions caused by COVID‑19 lockdowns and uncertain reopening dates.

Carmen tackled these challenges with clear communication, structured team processes and Timely tools — daily catch‑ups, a mentoring and shadowing program, organised content systems, targeted SMS campaigns and new video consultations. The approach kept staff engaged and accountable, maintained client relationships through lockdown, drove bookings and engagement when the clinic reopened, and led to strong uptake of virtual consults while reinforcing the clinic’s reputation for results and service.

Skin Fairy

Carmen McNamara

Owner