Operations & customer experience

BEAUHAGAN

Seven years running the operations behind brands people stay loyal to. 30K+ customer accounts, 40+ events a year, and an AI support workflow that automated 40% of inbound inquiries.

Cardiff, CA
Open to new roles
Section 01

OPERATIONS

Keeping customers, answering them fast, catching revenue before it leaks out. That's the day-to-day.

0K+

Accounts Managed

0→0%

Save Rate Improvement

0%

Inquiries Automated via AI

0 avg

per event

0+

Events Supported Annually

I CAN RUN THE OPS
IN ANY INDUSTRY

Below is the operational side of a direct-to-customer business, broken into the parts that actually take work. I ran this set at The Golfer's Journal. Any company selling direct to people runs a version of it, whatever the industry. The left column is the system. The right column is my part of it. I've run this one. I can run yours.

THE SYSTEM

Subscriptions and renewals across 30K+ accounts

=

MY PART OF IT

Onboarding, renewals, and winning back cancellations

THE SYSTEM

A rewards program for customers and partners

=

MY PART OF IT

Partner setup and the comms that make it worth using

THE SYSTEM

Priority access to event registration

=

MY PART OF IT

Registration, waitlists, and day-of check-in

THE SYSTEM

An annual gift for the best customers

=

MY PART OF IT

Gifting logistics: addresses, deadlines, fulfillment

THE SYSTEM

A private community and comment threads

=

MY PART OF IT

Moderation, customer questions, and the replies that keep them

THE SYSTEM

Billing and checkout on WooCommerce

=

MY PART OF IT

Failed payments, refunds, and the reporting behind it

What I'd work on first

Marketing and product bring people in the door. I'm the person who keeps them once they're here, and runs the programs that give them a reason to stay.

Retention

A big launch brings in a surge of new customers. Most of them don't stay.

Every big launch or event brings a rush of new customers. Most places lose them a month later. That's the work I'm best at. At TGJ I dug into why people were canceling and got the save rate from 20% to 30%.

Events

Turn ticket buyers into regulars.

An event ticket is an introduction, not a relationship. Someone still has to work the gap between buying one ticket and coming back the next year. I've done that across 40+ events a year, usually without anyone noticing there was a system behind it.

Operations

Somebody has to run the event logistics, so your creative team doesn't.

Registration, gifting, the cancellation emails, the day-of stuff. It's a lot, and it eats a creative team's week if it lands on them. I've run all of it, so the people making the actual thing don't have to.

THE PROBLEM

At 30,000+ accounts, cancellations were being handled ad hoc, with no consistent recovery process and no way to tell which churn reasons were actually preventable.

WHAT I BUILT

Mapped the five most common cancellation reasons and wrote a recovery macro for each, so every cancel request gets the right save offer instead of a generic one.

THE RESULT

Save rate on at-risk accounts went from

20% to 30%

, contributing to net account growth of 3,000 to 4,000 in a year.

WHAT THIS MEANS FOR YOUR BUSINESS

Same mechanic, different cancel button. No business grows by acquisition alone, it grows by not losing who it already has.

Event crowd
Section 02

EVENTS &
ACTIVATIONS

Festivals, retail drops, customer trips. The part nobody talks about is getting people to actually show up and buy.

A few of 40+ events a year

A few events I ran end to end, on my own.

Rustic Canyon

The Golfer's Journal

Moorpark, CA · April 2026

$375/ person
110players
36holes
  • —Owned the full event cycle: registration through awards
  • —Coordinated In-N-Out catering, vendor proposals, dinner and awards ceremony
  • —Filled all 110 spots, processed every cancellation and event email
  • —Customer gifting from TGJ and partners
  • —Played the round alongside customers

Pinehurst

The Golfer's Journal

Pinehurst, NC · March 2026

$3,000/ person
70players
4 days/ 3 nights
  • —Owned the full event cycle for a 4-day destination event
  • —Coordinated accommodations, dinner and awards ceremony
  • —Filled all 70 spots, processed every cancellation and event email
  • —Customer gifting

Punta Mita

The Golfer's Journal

Nayarit, Mexico · February 2026

Up to $6.6K/ person
40players
5 days
International
  • —Owned the full event cycle for a 5-day international trip
  • —Coordinated resort accommodations for a 40-person field
  • —Filled all 40 spots, processed every cancellation and event email
  • —Customer gifting
Earlier event experience

Foam Wreckers

Catch Surf

Event Ops

Flagship surf event series. Full on-site logistics. Setup, operations, teardown, and crowd management.

Camp Shred

Catch Surf

Festival

Annual demo-day festival. Coordinated vendor booths, product demos, athlete appearances, and attendee flow.

Athlete Activations

KBS Golf Shafts

Partnerships

Partnered with Cameron Avery, Chris Trott, and Roger Steele on branded content generating 100K+ engagements.

Section 03

WORK HISTORY

The Golfer's Journal

2025—NOW

Services & Operations Associate

  • —30K+ customer accounts managed. Onboarding, renewals, cancellation recovery
  • —AI support skill automated 40% of inquiries, doubled daily throughput
  • —Save rate improved from 20% to 30%
  • —100+ landing pages built for e-commerce and national events
  • —Corporate concierge: Charles Schwab, Titleist, IMA Financial Group

KBS Golf Shafts

2023—25

Marketing Associate

  • —Instagram @kbsgolfx grew 271% (7K to 26K followers)
  • —@kbsgolfshafts grew 33% (76K to 101K followers)
  • —Launched Wedge Wednesday. Two-year weekly series, sold out within minutes
  • —Athlete partnerships generated 100K+ engagements

Catch Surf

2018—23

Assistant Manager → Supervisor

  • —Promoted from warehouse → sales → supervisor
  • —Executed Foam Wreckers & Camp Shred flagship events
  • —Managed team of 4, hit sales targets 35% above goal
  • —Produced video content for 5+ annual in-store events
Section 04

TOOLKIT

Support

  • Zendesk
  • Macros
  • Email / Phone / Chat / Discord

E-Comm

  • WooCommerce
  • Shopify
  • ShipStation
  • Klaviyo
  • Stripe

Project Mgmt

  • Asana
  • Slack
  • Typeform
  • Google / MS Suite

AI & Automation

  • Claude
  • GPTs
  • Workflow automation

Content

  • Figma
  • Landing pages
  • Video production
  • Social growth

Industry

  • Product launches
  • Event operations
  • Ambassador programs
Section 05

WHY THIS WORK

I've spent my whole career on the operations side of brands that sell to people directly. Renewals. Cancellations. The inbox on a Monday. The event that has to go right on a Saturday. Most of my ideas come from that work. Something breaks, I sketch the fix, then build it and stay with it until it runs without me.

A lot of that work runs the same way no matter what the company sells. The problems do too: reporting everyone second-guesses, a calendar no one really runs, customers waiting days for an answer. I've fixed those in golf and in surf, and I could fix them wherever you are.