The Secret Behind True Botanicals’ 50% Retention Rate

About this episode

Mila Mendez unpacks how she has built and scaled digital commerce for one of prestige skincare’s most interesting brands. With nearly two decades across Estée Lauder, Bumble and Bumble, Milk Makeup, Laura Geller, Coty, and RéVive Skincare, Mila brings a rare depth of perspective on what it actually takes to build retention, manage channel harmony across DTC, Amazon, and retail, and tell a brand story consistently enough that customers come back. She also gets into the LLM and agentic AI conversation and makes the case that it’s the same challenge brands have faced every five years with a new platform: show up with a great product, get your information right, and be where the customer already is.