Ella Britten-Jones

Premium beauty retail; high-volume customer relationships, product education and conversion

• Built a loyal client base across skincare, makeup, fragrance and home by understanding the person first and recommending second; customers regularly returned specifically for personalised advice.
• Achieved the store's highest recorded individual client sale (>$10,000) through consultative, needs-based product curation.
• Helped plan and run in-store brand activations and campaigns, representing MECCA and partner brands directly to customers through live selling and public engagement.
• Onboarded and trained new starters on product knowledge, consultation technique and customer experience, helping people become confident in a fast-moving, highly product-led environment.
• Customer-care approach recognised internally by MECCA founder Jo Horgan; selected for founder-led entrepreneurial workshops focused on innovation and customer experience.

Premium travel skincare system built independently from customer insight through international sampling

• Turned a repeated frontline customer problem into a five-container product architecture designed around how premium skincare is actually applied, rather than generic travel storage.
• Sourced and managed manufacturers in China, comparing suppliers, negotiating requirements and MOQs, briefing samples and resolving development questions across time zones.
• Self-taught the supplier communication, technical specification and AI-assisted workflows required to run development independently, despite entering physical product development without prior manufacturing experience.
• Ran original customer research and a 10-competitor audit to sharpen positioning and support a premium AUD $149 price point; built and stress-tested the unit economics behind it, including landed cost, contribution margin and CAC ceiling.
• Produced manufacturer-ready specifications across 70+ documented revisions. Inspection of the first physical sample identified manufacturing non-conformance and led to a clearer tolerance methodology separating function-critical dimensions from normal manufacturing variation.

• Wrote social, email and web content within an established brand voice, maintained a recurring content calendar and used audience response to refine what was published.
• Supported market and competitor research and day-to-day marketing execution alongside customer-facing work at MECCA.