For the maison
The polish and discretion of a flagship store, delivered by people who actually like people. Everything handled so quietly that clients just feel looked after.
Customer experience, built from the inside out.
Luxury standards, human scaleStrategy / Design / Operations
I have learned from the best, and I bring that same high standard to businesses of every size: clear offers, considered details, and an experience your whole team can deliver.
Your dream, with the instructions included.
The Headland standardFor every kind of business
High standards.
For every business.
I have learned from the best, and I bring that same high standard to every business I work with: clear offers, considered details, and service that makes people feel looked after. Size has nothing to do with it.
The backgroundYears inside European luxury, where the details are everything. That is where the standard comes from. It works just as well in a dining room for twelve or on a shop floor that serves thousands.
For the restaurant
Booking in under a minute, a welcome that remembers names, and a gentle nudge that brings people back for another round.
For the studio
Booking, paying, reminders, the "running five minutes late" text. All the small stuff handled before it lands on your front desk.
For the neighborhood shop
The clarity of the big brands with your character left fully intact. Still your shop. Just much easier to buy from.
For when it is not just you anymore
Everything that used to live in your head, written down where the whole team can find it. Same care from your business, no matter who is helping them.
The work in practice
Good bones. Room to grow.
Different businesses, same shape: something people already love, held together by memory and good intentions. This is what the work looks like when it lands.
Boutique hotel
A stay that starts before check-in.
The ideaA reservation becomes a quiet concierge: arrival time, room preferences, local plans, and the right upgrade offered at the right moment. The guest gets one useful thread. The team gets one clear view.
- Preference-aware booking
- Automated arrival journey
- One guest timeline
Restaurant discovery
Search for the night, not a cuisine.
The ideaTell it the mood, the neighborhood, and how far you are willing to wander. It returns a short, thoughtful list with live-fit details, a route, and the cleanest path to a table.
- Mood-led discovery
- Smart shortlists
- Table-ready handoff
Live event
Every guest gets the right next step.
The ideaOne live itinerary adapts to each person: session changes, room directions, travel timing, and the useful follow-up after the lights come down. No scavenger hunt through five emails.
- Personal itineraries
- Change-aware guidance
- Post-event follow-through
Illustrative examples of the kinds of work I build. Yours starts with a conversation, not a template.
01
You built something real. Now it can reach further.
Most businesses I meet were built with care, late nights, and whatever tools were at hand. That is not something to fix. It is something to build on.
What you have already built
- A reputation people trust
- Customers who come back
- Know-how earned the hard way
- A business that runs on you
Where it can go next
- A presence as good as the work
- Your know-how, written down
- Tools that talk to each other
- An experience people remember
HEADLAND
I look at the whole experience from the customer's side, then connect it back to how the business actually runs.
The whole idea
You explain it once. I make the pieces connect.
Start a fit conversation02 / The offer
All of it,
working as one.
Not five separate projects. One build.
I take what you know and turn it into a clear offer, a front door you are proud of, and a business your whole team can run the same way. A maison, a dinner service, a Tuesday morning class. Different rooms, same rule: the details decide.
The front door
Built around how customers decide, not your org chart.
What you know, written down
Your standards, decisions, tools, and playbooks in one place your team can actually find.
The words that do the work
The pages, materials, and follow-ups that help people choose, buy, and come back.
How it all runs
Journeys, intake, templates, and tools set up as one flow, so nothing falls between them.
Yours to run
You know what I built, why it works, and how to run it without me.
03 / How it works
Tell me once.
I connect the pieces.
Understand
You tell me what you know once. No five-meeting recap.
Verify
I check it against customer needs, competitors, search behavior, and your data.
Decide
You get clear priorities, clear choices, and a firm no to the wrong work.
Build
I build the customer experience and the system behind it.
Transfer
You get the knowledge, training, and handoff to run it.
04 / Try the method
One answer should do more than one job.
Give me four facts. Watch one source shape the whole system.
What stage is your business in?
Where is the biggest opportunity?
How do customers enter?
How do you like to work?
Your program overview starts shaping
A launch system that explains your value before you have to.
WebsiteA clear path from first visit to confident next step
PlaybookYour offer, audience, standards, and decisions in one place
ContentSearch-ready answers built from real customer questions
ToolsA simple intake flow and the handoff behind it
Suggested starting pointA launch build
We clarify your offer, build the core experience, then hand it over.What happens firstA guided program overview
You leave with everything in one place for the work ahead.A smart starting point, not an automated quote.
Start a fit conversation with these answers05 / The system
Four questions.
One system.
What is true? What should people understand? How should it work? What should I build?
What is true?
- Customer and market research
- CX and UX audits
- Competitive reviews
- Analytics and funnel diagnosis
- Reputation analysis
What should people understand?
- Positioning
- What you say, in what order
- SEO and content strategy
- Sales collateral
- Launch collateral
How should your business work?
- Operating knowledge bases
- Client journeys, mapped step by step
- Workflows and templates
- Platform guidance
- Training and handoff
What should be built?
- Websites and interactive prototypes
- Booking and intake experiences
- Client portals and internal tools
- Dashboards
- Custom web apps
- Smart assistants
06 / What comes next
You always know what comes next.
You see the work early, make the calls that matter, and understand it before it becomes yours.
The overview
We get the business out of your head and into one useful source.
The truth check
I test the story against the market, the data, and the actual experience.
The first real thing
You see the experience early. We decide while decisions are still cheap.
The transfer
You get the work, the playbook, and a clean handoff.
07 / Concept lab
See the work take shape.
Six quick concept sketches you can try.
Illustrative concept / Searchable team playbook
Your business, out of your head.
One searchable home for standards, workflows, decisions, and answers, so the whole team knows how the business works.
Operating playbookIllustrative concept
Start here
The short version of how your business works, what your team promises, and where people find the answer without starting over.
- Your team starts with the service promise.
- Each task follows the linked workflow.
- Your team records exceptions so the system gets smarter.
Saturday provisionsConcept sketch
Your order$0
Choose an item to begin.
Friday at MarenConcept sketch
Your order$0
Choose a dish to begin.
Northline movementConcept sketch
Select an available session.
No session selected.
Home service requestConcept sketch
What do you need help with?
Choose the situation. The intake adapts.
Client workboardConcept sketch
Up next
In progress
Ready
Welcome sequence
Owner: Client team · Next step: approve the message flow.
08 / Straight answers
Before we talk.
Straight answers, no sales script. Anything else on your mind, ask me directly and I will answer the same way.
Is this website design?
No. A website may be part of it. The real work is how your business makes sense, how customers move through it, and how your team runs it.
Is this only for luxury businesses?
No. Luxury is where I learned the standard, not who gets to use it. A restaurant, studio, shop, or service business deserves the same care, explained without the jargon or the attitude.
Why does everything start with one intake?
Because repeating the same story across strategy, web, content, and operations creates contradictions. One overview keeps it straight.
Will I be able to run what you build?
Yes. You get the knowledge, training, and handoff to run it without me.
How much does it cost?
It depends on the scope, so I do not publish a price list. We start with a conversation. If it is a fit, you get a fixed fee and a clear scope before any work begins. No hourly meter running.
Do you work with clients outside Oregon?
Yes. I am based in Astoria, work remotely, and am willing to travel anywhere. Fit comes down to the people, the business, and the ambition, not the zip code.
What happens in the first conversation?
We see if I can help. No generic pitch or drawn-out discovery process. If it fits, I recommend a starting point. If not, I say so.
09 / Steven
I have led the work. I still like building it.
I spent 8+ years in corporate retail and e-commerce, not a single store: leading North America client services for the Maisons under LVMH Beauty, and e-commerce and client services across the Americas for Prada Group, after consulting and CX strategy work at Inktel. Luxury taught me how much the smallest moment matters. It also taught me that great service should make people feel welcome, not small.
LVMH Beauty
(Perfumes & Cosmetics)
(Perfumes & Cosmetics)
Vendor Manager, North America Client Services at the corporate level, across five Maisons under LVMH: Givenchy Beauty, Guerlain, Maison Francis Kurkdjian, Fresh, and Benefit. Worked directly with the COO and CFO.
Prada Group
Senior Manager, eCommerce and Client Services, Americas. A corporate role, running e-commerce and client services for the Maisons Prada, Miu Miu, Car Shoe, and Marchesi 1824.
Inktel
Consulting and CX strategy work supporting Kendo brands including Fenty Beauty and KVD Beauty, plus Moët Hennessy, Givenchy Couture, Maison Francis Kurkdjian, Weber Grill, Columbia Sportswear, Nordstrom, RH, and others.
Earlier career
Digital strategy, search, analytics, and consulting at Anvil Media, SwellPath, and SMITH/Ascentium, with work spanning Nike, Intel, T-Mobile, KEEN, Microsoft, and Expedia.
If the work is good, the experience should prove it.
Start with a short, low-pressure conversation. Tell me what you run, where you want it to grow, and what better should feel like for the people who choose you.
If it fits, I recommend the right start. If not, I say so.
Astoria / Remote / Willing to travel anywhere