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- 24:46

Interview

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How HANRO US Used Streaming Ads and Clienteling to Accelerate Growth

📍New York, US

Luxury does not have to feel distant. At OFFBounds’ New York studio, Paula Macaggi and Marianna Satanas, President of HANRO USA, set the tone by showing up in pajamas from HANRO’s Fall Winter collection. It was a playful opening that quickly turned into a serious conversation about heritage, craftsmanship, and the quiet power of understated luxury. Founded in Switzerland in 1884, HANRO has built its reputation on quality, natural fibers, and meticulous design. From early innovation in knitwear to cultural moments like Marilyn Monroe wearing HANRO in The Seven Year Itch, the brand’s legacy continues to shape how it shows up today.

Satanas offered a sharp perspective on how luxury consumers differ across regions. European shoppers tend to anchor their loyalty in heritage, tradition, and word-of-mouth trust. In contrast, US consumers are more open to discovery and lifestyle-driven storytelling. Yet HANRO’s American audience blends both worlds. Many customers are drawn by the brand’s history while staying loyal because of service. That service culture, built by store teams who prioritize personal relationships, has created a level of emotional connection that goes beyond transactions. When customers send holiday gifts to retail associates, it is a sign that intimacy in retail can be more than a product category. It can be a business strategy.

Growth has not come from nostalgia alone. Under Satanas’ leadership, HANRO USA invested in modern acquisition channels while playing the long game on brand building. Paid social laid the foundation, but streaming ads delivered a breakthrough moment. A campaign tied to HANRO’s iconic camisole generated a 12x ROI within weeks and created a measurable halo effect across other digital channels. That success reshaped budget priorities and reinforced a test-and-learn mindset. The approach was not about chasing every new platform. It was about finding the right mix of reach, analytics, and creative assets to build momentum across both ecommerce and physical stores.

Technology also played a central role behind the scenes. HANRO’s replatform to Shopify Plus took roughly six months and stood out as one of Satanas’ smoothest digital transformations. The real challenge was not the software. It was managing change, aligning teams, and redefining processes. Her philosophy is simple and practical. Do not rush to perfection. Focus on building something fast, secure, and seamless, then keep evolving. As HANRO looks ahead to 2026, the priorities are clear: grow direct channels, deepen loyalty, expand clienteling through tools like Endear, and retain the personal touch that defines the brand. For leaders navigating innovation, Satanas’ advice resonates. Trust your instincts, manage expectations, and commit to the long-term work that real transformation requires.

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