Tell me about what the past year has been like at Dermalogica. 

The past year has been challenging for all and one no one could have prepared for. At Dermalogica we are extremely proud that we did not furlough any members of staff and continued to push forward with multiple retail expansion projects together as a team.

How would you describe Dermalogica as a brand and how has it evolved? 

Dermalogica is the leading professional-grade skin care brand worldwide – the one most trusted, used and recommended by professional skin therapists. For over 30 years, we’ve constantly evolved to meet our consumers’ needs by delivering skin health results through education, innovation, and professional service recommendation.

This year, Dermalogica has opened up new physical spaces in the UK like your new stores within Harrods and kiosks in shopping centres. Can you tell me the thinking behind them?

Our new Face Gallery design concept speaks directly to the consumer to improve their at home skincare routine and achieve their healthiest skin by connecting them with expert advice, treatments and professional expert therapists. Distinct areas have been designed where customers can consult with an expert, decompress and learn more about the brand’s purpose and skincare story, receive personalised treatments and shop the range that best suits their skincare needs. The new concept offers a welcoming and relatable brand experience, whilst still maintaining the high level of expertise and professionalism customers have come to expect from Dermalogica.

Today’s customer is craving experiences more than ever and physical retail is the perfect destination to take them through an immersive experience and wow them with what your brand has to offer. 

How has the customer experience in physical retail evolved since the pandemic hit? 

We have seen many changes in the customer experience the past year, we have to offer the customer something in physical retail that is different to shopping online. At Dermalogica, we are focusing on experiences, advanced services, education and outstanding customer service to win in physical retail.

How has the skincare category evolved and how has Dermalogica responded to that?

The skincare category is the most competitive it has ever been. We are seeing so many new brands come to the market and the consumer has so much choice. At Dermalogica our focus remains the same – to educate our customers and help them in achieving their ultimate skincare goals through a personalised combination of expert recommended homecare and professional services.

Now that restrictions have been lifted, how would you describe how UK customers are feeling about retail right now and what do they want from brands? 

In physical retail we are seeing confidence back in customers and the desire to experience services again. They want to spend time with us and receive that much needed skin advice and professional skin services. At Dermalogica we introduced our Clean Touch program at the start of the pandemic, and this gives customers the assurance that our skin treatments are clean and safe.