The outbreak of coronavirus disease (COVID-19) has severely affected the global and Pakistani economy. The negative impact of COVID-19 on business has been observed without exception. However, the density of the impact has varied across sectors, sub-sectors, business types, and firm size. In this case, the study researcher tries to identify the impact of Covid 19 on the sales and marketing operations of Golden Pearl Cosmetics. The other objective is to identify the impact of Covid 19 on managing customer experience and on operations sustainability. The method chosen for the case study is the qualitative research method. The examiner investigates perceptions and points of view in a circumstance since the structure of qualitative research is inductive. For this, the researcher conducts an interview with the operational manager of Golden Pearl Cosmetics. This case study was written for undergraduate classes of business and administrating students. It can be taught in courses on sales management, marketing management, and human resource management. The case study encourages students to conduct in-depth research on problems that occur in sales and marketing and the impact they may have on suppliers and buyers.

Keywords : Sales, Marketing, Sales Operations, Management, Customer Experience, Communication, COVID-19