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

Intuit Mailchimp

Head of Partnerships UK/I & Nordics

Stylitics

Senior Director, Partnerships EMEA

Fast

Ceased trading. Leading Fast partnerships in EMEA.  Fast enables soaring conversion rates through a true one click checkout that can be placed anywhere on the internet; product page, checkout, QR code on packaging or even via blogs and content. 

https://www.fast.co/

Director of EMEA Partnerships

Adyen

Adyen is changing the way that merchants and partners view and use payments.  A single platform integration that delivers superior unified commerce customer journeys on any sales platform.

Responsible for the management of UK partner strategy for the Big Commerce and Magento ecosystems, including development of key channel strategies to improve partner engagement with platforms/SI's and digital agencies; with the goal of increasing lead generation for mid market and enterprise sales teams. 

Globally responsible for our SAP partnership to deliver the best omnichannel experiences for merchants.

VP, Strategic Alliances & Partnerships UK

Rakuten Fits Me

Ceased trading in the UK. Responsible for the development of the Rakuten Fits.Me channel strategy and partner programme implementation.  Our partners within the eCommerce ecosystem play a critical role in helping our customers succeed. Find out more:

https://fits.me/become-rakuten-fits-ecommerce-partner/

Rakuten Fits.Me's size and fit recommendation software enables retailers to provide a more customised experience to their customers, reduces return rates and builds customer trust.

Head of Channel

Experian

Experian's solutions help organisations and customers value each other.  

Development of channel partner strategy and recruitment including Fintech and Strategic Alliances

Our partner programme in Identity & Fraud is expanding rapidly.  We are developing core integration's with a number of technology providers, enabling their customers to meet industry compliance and their business needs.  Our areas of focus span a variety of sectors including; Finance, Legal, Retail, Local & Central Government, Automotive, Gaming, Telco & Utilities.

Partner Director - Experian Partner Programme

MoPowered - ceased trading

Shopping made mobile. 

Development of Channel Strategy for FY15 to drive revenue into the business.

MoPowered enable merchants to turn browsers into buyers through a dedicated mobile experience.  Improving conversion rates and average order values for merchants of all sizes.

Sage Pay

Account managing and expanding the Sage Pay partner programme, including a variety of sectors such as eCommerce SAAS providers, shopping carts, IT software/development/backoffice, hosting companies, travel, Sage 50/200 partners and Gaming. The Sage Pay partner programme offers members excellent commission structures for all business referrals, alongside 24 x 7 telephone support from their UK support centre.

Channel Partnerships - Gaming, Magento & E Commerce

Ukash

Heading up the Ukash Partner Program to drive Ukash redemptions through new and existing partners.  Working in a number of markets including Gaming, Gambling, VoIP, Travel and Retail.  Delivering a high level of customer service, developing relationships to ensure Ukash products & services are up to date with all Partners.  Working closely with all areas of the business at all levels. Direct selling of Ukash partner program to new partners including PSP's, Resellers and E Shop Enablers. Including strategic planning with Partners and internal business units to develop the success of Ukash.

Partner Account Manager

192.com

Direct selling of 192 Business Services, including ID Verification & Tracing.  Key focus on Professional Service & Finance Markets. Responsible for net new business sales and growth of existing accounts.

Corporate Account Manager

I have a proven track record of developing strategic partnerships and alliances that drive business growth. My specific expertise lies in ecommerce technologies, fintech, and payments and I have worked in both direct and indirect sales over the last 18 years. Throughout my career, I have built partnership and sales strategies from scratch, collaborating closely with cross-functional teams in sales, marketing, product, and finance.

I thrive in fast-paced environments that value inclusivity and diversity, where I can leverage my strong leadership skills to implement clear, effective strategies. I bring a wealth of skills to the table, including channel strategy development and execution, partner and customer acquisition, partner enablement and management, marketing, revenue planning, P&L ownership, and market analysis.

My experience spans across start-up environments all the way up to large corporate organisations, and I am a passionate thought leadership presenter. Let's work together to create and execute winning partnership strategies that increase revenue and drive business growth!

#ecommerce #payments #partnerships #fintech #startup #digitaltransformation #channelsales #saas #businessdevelopment #strategy #productmanagement #b2b #gotomarket

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The Battle

Jason Chappel

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