Defiant | eCommerce Growth Consultancy

Founder

Blend | Customer Experience (CX) agency for Shopify businesses

Devised and implemented a new Customer Value Optimisation Service, enhancing the company’s strategic offering.

Lead the strategy for a range of clients, developing recommendations and strategic insight to help develop the businesses.

Determine schedule of work for clients, writing briefs and signing off creative and development tasks.

Running A/B tests to experiment with theories and hypothesis.

Run regular client calls, compiling, analysing and communicating complex data and theory.

Managing stakeholders as well as building and maintaining relationships with all key client decision makers at both senior and operational levels.

Effectively communicate and consult on complex subjects, identifying pain points and risks, providing solutions and defining programme scope and cadence.

Client 1: 
Increased revenue by 254% vs. Previous 6 months to over $5m.
This was done by increasing conversion rate by 60%, coupled with an uplift in average order value of 13%, whilst traffic volume only increased 15%.

Client 2:
Revenue increase by 61% vs. Previous 6 months.
14% increase in conversion rate to over 4.9%.
Increased subscriptions from 99 to over 480 in 6 months.

Head of Client Strategy

Eastside Co (Shopify Plus Agency)

Responsible for the management and development of a team of 20, consisting of a Client Strategist, Traffic Manager, Account Managers and Directors, and Project Managers. 

Led the restructuring of the Client Services department, defining roles and responsibilities, placing the client at the heart of the offering.

Devised and implemented efficiencies in the ongoing support of client accounts with both process and a more strategic, proactive offering. 

Conduct quarterly business reviews, developing strategic client plans and growth strategies.

Identify and develop sales opportunities with clients, negotiating commercial terms.

Drive and oversee the strategic direction of all client projects ensuring measurable ROI and business objectives are delivered.

Increased retained work by +4X with an enhanced strategic offering.

Head Of Client Services

Kyan

Client Partner

Gallagher Communication

Responsible for the management and development of a team of 11 consisting of Account Executives, Project Managers and Account Directors across 3 sites in the UK and US. 

Responsible for client accounts and growth worth in excess of £6m, with projects ranging from £40k - £1m+, managing opportunities, project pipeline and team capacity.

Oversee and identify growth and cross sell opportunities within the current client base ensuring targets are met.

Drive and oversee the strategic direction of all client projects ensuring measurable ROI and business objectives are delivered.

Effectively communicate and consult on complex subjects, identifying pain points and risks, providing solutions and defining programme scope and cadence.

Engaged throughout the sales cycle, responding to RFP’s, taking briefs, writing proposals and delivering presentations, facilitating workshops to engage and identify opportunities, as well as providing ongoing strategic input and support. 

Manage financial forecasting, P&L, budgeting and capacity planning.

Confident and experienced at managing all internal and external stakeholders as well as building and maintaining relationships with all key decision makers at C-Suite, senior and operational levels.

Responsible for compiling, analysing and negotiating commercial and supplier contracts.

Managing stakeholders as well as building and maintaining relationships with all key client decision makers at both senior and operational levels.

Determine and manage the current and future recruitment needs, as well as onboarding and management of Client Services team members.

Group Account Director

Flourish

Working with a range of brands across multiple sectors delivering new and updated branding, brand direction, online and offline marketing campaigns, internal communications, and strategic planning helping deliver against measurable business objectives.

Experienced in dealing with both B2B and B2C clients identifying and implementing effective growth strategies and plans for both internal and external communication. 

Delivered significant business development every year, acquiring, growing and retaining clients delivering over 90% client retention rate. 

Heavily involved with new business from initial contact through to pitch planning, writing and delivery as well as bedding in the client relationship, and strategic business development where relevant.

Managed and planned client and agency budgets.

Responsible for projects from initial briefing all the way through to final delivery. Keeping clients up to date with progress and ensuring the team stayed on brief, on budget, and on time to meet and exceed client expectations.

Led project and website planning both internally and with clients with solid understanding of both UI and UX across desktop and mobile solutions.

Led quality control with a keen eye for detail, overseeing all design and digital outcomes from branding through to collateral as well as digital design and development ensuring projects were on brand, on brief and on budget. Most of all ensuring that the solution was appropriate for both sector and market, and that a distinct USP was portrayed and communicated.

Director

Intelligent Digital Media

Website and UI Design, web traffic development, SEO, online and offline brand development, online advertising. Oversee the development of websites, Creation of print and offline design.

Design Director

Wisetiger

Working as part of the design team on website design, online media and design for print. Materials included websites, printed materials such as brochures, annual reports and promotional material.

Designer

Freeads

Lead the design and U/X of the website for several years, working on brand development both on and offline

Bearfoot Graphics

Logo and brand design as well as brochures and printed materials alongside website and presentation design.

Graphic Designer

Increasing Customer Lifetime Value by identifying, converting and retaining your most valuable customers

Has your growth stalled? Your customer acquisition costs have gone through the roof? And your customer retention could could use some improvement?

Despite all of this you need your eCommerce store to keep growing. More than that, you need to make a profit.

So, what's the answer?

A highly profitable, engaged customer base with high retention levels that you could confidently acquire more of, right?

By placing the customer at the heart of your offering, I help you increase your Customer Lifetime Value (CLV) by clearly defining your ideal customer profile. When you know who your target customer is, acquisition, conversion and retention all become much easier. 

Not sure where to start?

In 30 minutes I can tell you where you should be placing your money to get the greatest return on investment. Want to see it in action? Book a call with me by emailing jason@wearedefiant.io.

One thing to remember, not all customers were created equal.

When you acquire better customers, you retain more customers. 

When you analyse your retention data, you’ll find some customers are way more valuable than others. It’s time to use this data to enhance your acquisition strategy, delivering even better customers, which leads to better conversion and even better retention.

Rather than pitting acquisition against retention, I help you bridge the gap on growing your customer base by using learnings from one to enhance the other in an infinite growth loop. ♾️

Some call this an unfair advantage, I call it Customer Value Optimisation. 

Want to find out more about how it all works? 
Drop me a DM or email me on jason@wearedefiant.io.

I’ve worked with brands big and small. From start ups and challenger brands to some of the worlds biggest and best. 

I’ve worked with DTC brands such as Absolute Collagen, Oliver Sweeney, and Tropic Skincare to name a few, but some of the greatest success I’ve had has been taking unknown brands into millions of dollars of revenue (and more importantly, significant profit). One of the smaller brands I have worked with achieved over 5x growth in their subscriber base in 6 months, and saw their revenue increase by more than 60%.

The one thing that all of the brands I work with have in common is a growth mindset. Whatever the market conditions, they weren’t about to let that deter them.

If you want to know more about how Customer Value Optimisation can help grow your brand, send me an email on jason@wearedefiant.io or drop me a DM.

Jason Chappel

Valiant Design

Senior Project Manager

We are Valiant. We love building stronger brands.

Why? Because we believe in the transformative power of creativity and its ability to change businesses and lives. We live to inspire, provide purpose, challenge perceptions and create success. We’re driven by collaboration – with our clients and partners, and with each other. We care deeply about the happiness and health of people and the planet in everything we do. Our boundless curiosity and gumption give us the confidence to explore ideas, solve challenges and make the difference we all want to make.

That’s why we’re building stronger brands.
That’s why we’re Valiant.

Project Manager

Digital Account Manager

DPC+UP agency

Gallagher – Employee Experience & Communication

This role is a hybrid between Project Management and Account Management. I work across multiple client accounts ranging from small business to household names. Each client and project is unique and can vary from printed collateral to large-scale digital projects. All of which include a focus employee/customer experience.
Forging strong relationships with various stakeholders (at all levels), I have played a key role in the client satisfaction and success of campaigns. 
Key clients include: Nike, Christie's, IBM Group and BAE.

Account Manager

Within this ALC role, I supported the team in delivering high-quality campaigns as well as maintaining strong relationships with clients. I ensured that projects were delivered on time and within budget as well as briefing internals teams on the client campaigns. 
Taking on more responsibility and the lead at times, I worked alongside various team members at all seniority levels.

Associate Lead Consultant

Flooglebinder

Ad-hoc Brand Ambassador attending teacher and student conferences 
to promote Flooglebinder, sell and market overseas programs and also 
attend private talks to 100+ students regarding my experiences as well 
as conservation and ways to tackle climate change.

Brand Ambassador

HK Equine Services

Ran my own business HK Equine Services offering a variety of bespoke care for client horses. I specialised in Dressage and competition grooming. I built relationships with clients to establish their needs and match those with the services that I can offer as well as providing them with recommendations for further services and/or tuition.

Freelance Groom 

Limpopo Field Guiding Academy

Student

Pets Corner

Dealing with customer enquiries regarding pet care, nutrition, husbandry and enrichment as well as advising customers on the best 
products available and what is suitable for their budget as well as their 
pets.

Sales Advisor

Page Personnel

I was offered a FTC within Page Personnel as a Secretary for the Office  Support & Customer Service Teams. My duties included but were not 
limited to: 
 Updating DAXTRA profiles and ensuring that all CV’s are 
checked. 
 Formatting candidate CV’s onto Page Personnel templates for 
shortlists and at request 
 Registering Candidates onto PRS System 
 Scanning all registration forms and uploaded onto PRS System
Booking & collecting catering 
 Organising breakfasts 
 Ah-hoc duties for Regional Directors & Managing Directors 
 Other Admin & Reception Support. 

short term contract before travelling within Australia.

Team Secretary

Temporary roles undertaken via Page Personnel for brands such as L'Oreal, Oxford University Press and Media Brands.

Temporary Assistant

Babcock International Group

Temporary contract. I took on this new role as a great way to learn more about the Support Functions of a larger company. This particular role works within a contract which supplies training to the UK’s Armed Forces.

HR Administrator 

Project Manager. eCommerce, Organisation and Operations nerd. 

I am the person in the business that people come to when something needs to get done. 
From managing large-scale projects, day-to-day or future-planning the DTC site strategy and design/development, to collaborative working for product launches and campaigns, I've got you covered. 

I'm also known to review a process or two. Need change management support, or processes that need streamlining and/or future-proofing? Add that to my ‘To-do’ list. 

I’ve been lucky enough to work in some awesome industries, both B2B and DTC, with some amazing companies, people and brands throughout my career. I have a passion for strong branding that tells a clients' story and impactful and stunning website or print design as well as website development projects. 


____
My 'small' print...
Clients of note have included: Nike, Christie’s, IBM Group, Quiz Clothing, Telegraph Media Group, British Aerospace Engineering (BAE) & AXA Group.

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The Battle

Jason Chappel

Hannah Knight

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