The Challenge

A nationwide rebrand needed to live and breathe inside a complex CRM — at scale, across millions of active members.

Pets at Home were rolling out a new brand across their entire digital ecosystem. The loyalty programme — with its complex, data-driven communication journeys — was the hardest part to get right. The system needed to handle the brand with precision across automated touchpoints the team couldn't always manually review.

The Work

A sophisticated design architecture built within Salesforce Marketing Cloud — translating the new brand into modular, reusable components. A self-service system the client's team could own without needing agency sign-off on every send.

The Result

80% of communications fully automated. Brand precision at scale.

The system empowered the internal team to own their brand communications — reducing operational dependency and ensuring the new Pets at Home brand showed up correctly across every automated touchpoint.