Jess Chan is the Founder and CEO of Longplay, a full-service lifecycle marketing firm that partners for e-commerce brands. Since founding the company, Jess has built Longplay from the ground up into a category-leading firm known for its strategic depth, creative quality, and operational excellence. Today, Longplay serves as the lifecycle marketing engine behind some of the most respected and fastest-growing e-commerce brands in the industry.

Under her leadership, Longplay has grown into a globally distributed team of 25+ and helped generate hundreds of millions in revenue for clients through sustainable, customer-first growth strategies.

Written by Jess Chan (Founder & CEO)

I met Rachyl over 5 years ago when she was the COO of an 8-figure ecommerce brand. It was COVID & she was brought in to turn around a broken supply chain and declining profitability. What struck me immediately, and has continually been true over these 5 years of working together every day – was her unwavering dedication, care, and integrity.

These values – matched with her versatility, depth & experience in business ; ability to find, mentor and inspire people ; and fearlessness to do & say difficult things – makes me incredibly grateful to be building Longplay with her. Rain or shine, she brings these values, this work ethic and her experience every single day to every client, partner, and team member we have.

Over the 5 years, she has made Longplay what it is as our COO, acting CFO and most importantly – Partner. She is the integrator & the glue to make everything happen.

As you know, building a business is hard. Finding great people who you trust, who you can grow with AND who are the best at what they do… is even harder. I got lucky finding Rachyl early on in Longplay’s journey and I’m excited for you to have her on your side too. 

Written by Jess Chan (Founder & CEO)

When Rachyl first told me that she had a wonderful woman that she had been mentoring for years, I already knew she’d be great. But from day 1, Katharine has put her heart, soul and 12+ years of experience into every single part of her work. Whether it’s strategy presentations, launch strategies, rebuilding a brand from the ground up, partnering with other teams or growing her own – she never accepts anything but her best from herself.

At Longplay, we believe that having great partners is one of the cornerstones of success in the long run. But a great partnership takes time and dedication to maintain. Great partners think differently, challenge each other, and sometimes disagree – but can always work together to make things better.

Katharine embodies the spirit of partnership & the leaders you need to play the long game. She is always pushing the bar higher AND takes the time to support others so we all win together. She brings a wealth of knowledge & expertise AND she’s collaborative, curious and open. She is creative and strategic AND can execute like no one else down to the finest detail. She never cuts corners and takes work seriously AND she does it with joy.

She challenges herself to be better in every way, every day… and she brings that spirit & enthusiasm to our clients, teams, and partners. 

“Working with LongPlay has been a total breath of fresh air. They’ve helped us level up our email and SMS, rethink parts of our website, refine product storytelling, and sharpen our social strategy, all with a smart, thoughtful approach that actually moves the needle.

In under 7 days*, they took our* Klaviyo deliverability score from 65 to 91 (yes, really). Beyond the results, their outside perspective and deep alignment with our brand values make them feel less like a consultant and more like an extension of our team. LongPlay just gets it.”

“In preparation for Black Friday and the holiday season, Longplay did a great job helping us to create a strategic and comprehensive email strategy. We had a lot we were trying to accomplish and offer customers, with specific offers targeting different kinds of customer segments. Longplay not only executed but helped refine which customers to target, when, and how best to get their attention. The team was able to provide both a significant amount of strategic support as well as the ability to independently execute. We would not have had the same level of success without them.”

Longplay’s team demonstrated a deep understanding of our business goals, delivering tailored analysis and recommendations. Their comprehensive email and SMS flow audit, coupled with insightful list growth strategies, unlocked opportunities to optimize our retention efforts. Longplay is a valuable partner for any brand seeking tangible results.

The best partners

I’ve worked with so many agencies in my career and Longplay sets a high standard for professionalism and results.

Longplay’s attention to detail and thorough processes sets them apart from agencies that move way too fast without strong alignment with the brand. The difference is most obvious in the onboarding process. The standard onboarding for most agencies is a form and an introduction call that doesn’t get deep into strategy. The typical result is misaligned expectations and lots of frustration on both sides.

In contrast, Longplay’s onboarding was extremely thorough, structured, and ensured that there’s clear alignment between their operations and our brand. This investment clearly paid off when deliverables rolled in, and each piece of creative sounds, looks and feels so native to our brand, yet elevated…

However, what I appreciate the most about Longplay is their willingness to step into the role of a business partner. Jess, Rachyl, and Katharine have been so gracious with their time, knowledge, and resources to support our startup. Communication is always super clear and prompt and  projects are always on time. Within the first month of execution, we immediately saw meaningful results and gained actionable insights.

If you want to work with the best retention strategists that are actually invested in your business and your results– hire Longplay.

“Working with LongPlay greatly accelerated the growth for Nimi. It allowed me to reduce our workload 90% internally for email marketing, freeing up valuable time and energy to focus on other initiatives. Thanks to their team, Nimi has a well oiled and functional email marketing engine that drives sales and customer retention on autopilot. Can’t recommend enough.”

“We evaluated almost eight different agencies before our search ended with Longplay. We had a huge rebrand to tackle, and their attention to process immediately stood out, making them the clear choice. The Longplay team overhauled and rebranded over 100 of our legacy emails, created new email flows, and helped us with launch campaigns—breathing new life into our communications.

They’ve been an instrumental part of our monthly email campaign and flow strategies with calendar planning and making sure we are optimizing through A/B testing. Their biweekly performance calls help keep us on track and also create a space to ensure we’re constantly leveraging new opportunities for growth.

Outside of the biweekly calls, they are on Slack to integrate seamlessly as an extension of our own team, always just a message away should we need anything. This was especially helpful during BFCM when there was more volume and quick turnarounds needed.

Longplay isn’t just an agency, they’re a partner for ongoing success!”

“Longplay was really helpful to work with during the busiest time of the year over Black Friday and Cyber Monday! They provided us with strategic recommendations to enhance our holiday season.”

“For the past four years, Longplay has been an integral partner in our growth. They helped us scale our email program while also managing SMS and direct mail, consistently bringing a forward-thinking mindset to every project.

Their team supported promotions both big and small and played a key role in driving meaningful business results, especially during BFCM, raising the bar year over year. We valued their understanding of our customers, paired with thoughtful implementation and segmentation strategies that kept our content both engaging and effective. We’re grateful for the collaboration and the important role they’ve played in our success.”

“Longplay really understood Popov Leather’s brand from the start and crafted emails that were a breath of fresh air. From strategic thinking to high-quality creative and their level of Klaviyo sophistication (such as A/B testing), Longplay exceeded my expectations. They understand the customer journey, and it shows in their work. The cherry on the top is how fun and easy their team is to work with! I enjoy our bi-weekly calls and appreciate their responsiveness to all my emails. Longplay really nailed our email, which freed our team to concentrate on other areas of our business. It’s hard to find an agency that delivers results and is a pleasure to work with; I feel lucky to know them.”

“Longplay came highly recommended to us from a number of other Ecom businesses and we were not disappointed. They made the entire process feel effortless from our side with clear communication and a well structured approach to taking over our email marketing, which involved re-strategizing and rebuilding our flows and taking over all campaigns.

Their work led to an immediate email revenue uplift and not only did it deliver instant results, but also left a positive lasting impact on our email marketing program. The team was a joy to work with, they brought a really positive and confident energy to the table, I would 100% recommend partnering with them.”

“Longplay developed an exceptional partnership with Lights Laquer and their dedication and attention to our email program is evident. Their talent not just for strategy, but aligning themselves with the brand’s creatives was a point of difference that definitely caught our eye. They went above and beyond to deliver visuals & creatives that were up to par with our internal creatives team. They were able to really help us with the necessary talent to execute an email program above our expectations.”

“Michel Germain Parfums has had a longstanding relationship with Longplay Brands. What we like best about working with Longplay is 1) they have processes that are quick & streamlined – meetings are limited but concentrated, 2) their audit of past performance is extremely detailed/thorough, and 3) their recommendations/roadmaps for future changes are clear, digestible, and structured.

We recently engaged with the team to create a tailored Strategy Development Roadmap that we could implement internally. Longplay was extremely streamlined and focused – we had one pre-audit meeting to identify/consult on goals and areas of improvement. They took the work to 1) perform an audit on our account and 2) create an outline/roadmap to improve our metrics.  Coming out of the meeting reviewing the audit/roadmap, we had three key objectives/strategies split by Flows and Campaigns to improve our performance. We were able to implement one strategy immediately which improved our email CTR by +125%. Longplay answered all of our questions diligently during the meeting and we’re so appreciative of the work they did to improve our email tactics. We will continue working with them in the future!”

“Longplay has been a game changer for us. It only took 5 minutes into our audit for Longplay to pinpoint exactly where our missed opportunities were and to propose their proven methods to fix the leaky bucket. We’ve met with other agencies before that didn’t understand the fashion/ecommerce industry, so their strategies were not applicable. The difference lies in the leaders and strategists of their women-led team, who hail from executive ecommerce and apparel backgrounds. During a challenging period, the team doubled down on their support and went beyond their roles to be there for us. Since partnering with LP, we have seen a 66% increase in campaign revenue year over year. If you are looking for the value of five experienced team members at a fraction of the price, this is your sign to partner with Longplay.”

“Working with Longplay was a critical part of us being able to add personalized customer journeys to our current email program. The strategy, execution and knowledge sharing were invaluable and helped us grow our retention marketing efforts through the email channel. Our data gathering and analytical capabilities were also greatly enhanced with the customized dashboard we received to be able to plug our data exports straight into. The company campaign calendars also benefited from the knowledge sharing and expertise of the team at Longplay. When it came time to work on another big project there was no hesitation in getting the team at Longplay involved and letting them run with things even more. They were able to build out segments, content and flows that really helped with the goals of the project. This helped the project move forward while we could focus on other important business tasks.”

“We came to Longplay Brands with the goal of improving our email and SMS automations and migrating to Klaviyo from Drip. Working with the team of experts at Longplay Brands was a no-brainer because we aren’t inherently email geniuses ourselves, so having a team of people that know their stuff hop on a call to understand our business and it’s needs, then to help map out all of the flows and tests we should roll out drastically shortens the learning curve. So if you value your time, want to see quicker results than doing it all yourself, and have a team of experts there to answer any questions along the way, make the investment to work with Longplay Brands!”

“We recently underwent a comprehensive audit conducted by Longplay Brands, focusing on our lifecycle marketing strategies using Klaviyo (Email), Postscript (SMS), and Tapcart (App/Push Notifications). The audit was thorough and provided an in-depth review of our past performance, highlighting areas of strength and opportunities for improvement.

The insights and strategies presented for moving forward were incredibly valuable, especially the personalization tips for Klaviyo, which have already begun to enhance our email marketing efforts. Working with Longplay Brands was a pleasure; they are very knowledgeable and offered clear, actionable advice. The audit has given us a clear path to optimize our marketing channels and better engage our customers. We highly recommend this audit for anyone looking to refine their lifecycle marketing approach.”

“The Longplay team has been amazing to work with. Not only have they helped to better foster relationships with our customers, drive incremental revenue for the business, and increase conversion rates through email, their team has been nothing short of outstanding! The Longplay team takes the time to fully understand your brand – everything from your unique selling points to your brand voice, they truly care about representing your brand in its most authentic way. As an emerging brand, we are very thoughtful about who we bring on as partners. As we began our relationship with Longplay, we knew right away they’d fit right into our ICONIC family! We are beyond pleased with the investment in Longplay.”

“I cannot recommend Longplay strongly enough!  They’re brilliant at email marketing and are uber organized. Our list has grown exponentially and our conversions from emails even more. They have created all of the email sequences that are necessary so that we are always communicating effectively with our customers. I wish I had found Longplay years ago!”

“I cannot recommend Longplay enough! As a small and scrappy DTC e-commerce brand, it’s imperative that we can ensure our customer journey is consistent throughout each engagement point. Working with Longplay is the equivalent of creating the best sales person ever to tell your story 24/7 without you having to say a word. Longplay helps ensure that we can make money while we sleep that 100% justifies the initial investment. We really enjoyed working with the team and how we got everything we needed in a timely manner and how the team treated Anact as if it was their own. Jess is a genius and great at running ideas past or problem solving issues as they arise. We plan to work with Longplay in the future and would recommend them to anyone looking to invest in their email marketing!”

“Longplay has been critical for driving revenue growth at Ojai Energetics. Even after just the first few months of working together, we saw major results with regard to our revenue and our list engagement. Longplay hit the ground running owning all our email marketing strategy. As a CBD brand, we have a limited number of digital channels to grow our ecommerce business and Longplay’s email strategy has been a critical part of that growth. I’d recommend anyone who’s looking to grow their ecommerce business to work with them!”

“First and foremost, the Longplay team is incredible to work with. They’ve helped us navigate and execute strategic pivots, from new product launches to last-minute promotions, and we felt supported in each step of the way. From strategy to creative, they provided top-quality service. But on top of that, the revenue we gained from our partnership Longplay speaks for itself. In just 60 days we saw an over 30% increase in business revenue from our email marketing efforts. By opening up and optimizing this channel, they’ve helped us build a list of loyal fans and engaged new customers!”

“Jess and the Longplay team don’t just deliver strategies—they teach brands how to think strategically. They break down the why behind every recommendation, ensuring clients make informed decisions that drive real impact. Their playbooks are a testament to this with a level of depth that proves just how well they understand both the tools they recommend and the evolving marketing landscape.”

“Jess is one of the few individuals who deeply understands the entire retention stack. How every touchpoint interacts with the next, across channels and throughout every stage of your customer’s lifecycle. In a marketplace where there’s no shortage of ads experts + acquisition gurus, her team provides modern solutions to retention marketing in some of the best lifecycle content, courses, and playbooks that I’ve ever seen. We’ve worked with Longplay because Jess and her team are deeply knowledgeable of the retention ecosystem and they understand the tech better than most. Jess and her team are a delight to work with and never fail to bring us valuable, actionable insights to help move our business forward and engage new audiences. 10/10 recommend!”

“At Postscript we’ve had the pleasure of working closely with Longplay and have been consistently impressed by their innovative approach to retention marketing. Their unique strategies are tailored specifically to the needs of each eCommerce brand, ensuring a personalized approach that delivers tangible results. What sets Longplay apart is their unwavering commitment to educating eCommerce brand owners and teams. They don’t just execute campaigns; they empower businesses with the knowledge and tools needed to thrive in the long run. Jess has continually demonstrated exceptional expertise in eCommerce & retention. Jess’s deep understanding of the industry and her ability to translate complex concepts into actionable strategies are exceptional. We are proud to have a trusted partner in retention marketing!”